Program Specialist

Full Job Description

This position is assigned to the Connected Care program at the Wilmington VA Medical Center and functions as the Deputy Connected Care Manager.

The incumbent works independently for the Telehealth Program under the direct supervision and direction of the Connected Care Manager (CCM) in collaboration with the Chief of Staff.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/06/2026.

Time-In-Grade Requirement: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement.

For a GS-11 position you must have served 52 weeks at the GS-09. The grade may have been in any occupation, but must have been held in the Federal service.

An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials.

If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement.

In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade.

Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment.

You may qualify based on your experience and/or education as described below: Specialized Experience GS-11: You must have one year of specialized experience equivalent to at least the next lower grade GS-09 in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: conducts surveys, developing operational programs, assists in budget planning, strategic planning and general management decision making, collects and analyzes trended data sets to assist in the allocation of resources, identify areas for improvement, developing processes for improvement, implementing the improvement and evaluate the outcomes, and provide short, mid and long range policies and plans for the care line regarding medical administration needs.

OR Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have a Ph.D.

or equivalent doctoral degree or 3 full years of progressively higher level graduate education leading to such a degree or LL.M., if related OR Combination: Applicants may also combine education and experience to qualify at this level.

Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week.

Part-time experience will be credited on the basis of time actually spent in appropriate activities.

Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.

Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination Major Duties:

MAJOR DUTIES AND RESPONSIBILITIES -The incumbent has extensive delegated authority from the CCM and freedom of action to provide leadership, resolve operational problems, and direct program planning, development, and management.

-Analyzes and evaluates needs assessments for the development and implementation of future programs and the effectiveness of existing programs or operations in meeting established goals and objectives established by the VISN for the Office of Connected Care.

-Determines what Telehealth programs would be beneficial to the facility and the location(s) to efficiently incorporate programs to support Veterans.

-Plans and organizes the incorporation of a program, estimating costs, coordinating with staff and line management personnel to successfully implement.

Analyzes and integrates program financial, technical, procurement and scheduling information.

Develops specific Telehealth applications in collaboration with VISN and local Telehealth oversight council, clinical, administrative, and technical staff as needed.

Develops policies and protocols for delivery of Telehealth applications.

Develops, tracks, and disseminates, as appropriate, outcome measures, including clinical data, patient and travel costs, and patient and staff satisfaction measures.

-Strategically captures and analyzes data for needs assessment and program planning. Works with CACs for consult/order pathways and clinic activations and participation in meeting proposal.

-Initiates all Master Telehealth Service Agreements (MTSA) or Telehealth Service Agreements (TSA) in Telehealth Management Platform (TMP) and communicates with involved parties to ensure progress and expectations are met.

-Generates Standard Operating Procedures (SOPs) for all new programs and responsive to training and review of program processes with all staff involved, communicating with all parties for agreement with program plans.

-Manages the TMP and is the facility TMP POC responsible for program oversight, building TSA and conducts training to all staff for scheduling as well as management of resource entry.

-Responsible for ensuring day-to-day program assistance for Provider training, Veteran training, troubleshooting, and scheduling for the constantly evolving facility-wide program of Virtual Medical Room (VMR)/Video on Demand (VOD).

Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Not Available Virtual: This is not a virtual position. Position Description/PD#: Program Specialist/PD028060