Supervisory Health System Specialist

Full Job Description

The VISN 02 Clinical Resource Hub (CRH) Telehealth Technology Program Manager (TTPM) supports the VISN 02 CRH under the guidance of Veteran Health Administration (VHA) which provides health care services to Veteran patients across the continuum of care in both institutional and non-institutional settings.

The TTPM also supports the location from which care is delivered, including but not limited to VA clinical locations and provider alternate worksites.

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/23/2026.

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-09 position you must have served 52 weeks at the GS-07. 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: To qualify for this position at the GS-9 level, you must meet one of the following: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: ***At the GS-09 developmental level, the incumbent will perform the duties outlined in the target grade position description but will not be expected to have the extensive knowledge of complex pertinent laws, regulations, policies and precedents that the FPL Factor 1 requires.

Extensive knowledge of a wide range of communications concepts, principles, and practices associated with telehealth/connected care (data transfer, switching systems, video and voice telecommunications) to accomplish work processes using telecommunications devices, methods, services, and facilities.

Broad range of telecommunication knowledge including digital and analog communications requirement, video, local and wide area networking, and procedures used by Federal and healthcare organizations.

Knowledge of clinical operations and workload management in telehealth delivery.

Knowledge and experience in the principals and techniques of telehealth technologies used in VHA to support the following modalities at minimum: CVT, SFT and HT.

Skill in optimizing the use of available and emerging health information technologies to improve access to care for veterans.

Knowledge of, and skill in providing education and training for VA and non-VA entities on various telehealth technologies.

Basic knowledge of management practices including strategic planning, coaching, team building, and conflict resolution.

Basic knowledge of how to develop, implement and maintain a customer service strategy.

OR, Education: Master's or equivalent graduate degree OR 2 full years of progressively higher level graduate education leading to such a degree OR LL.B. or J.D., if related.

OR, Combination: Combinations of successfully completed graduate level education (beyond the first year) and specialized experience, as described above, to meet the total requirements.

To qualify for this position at the GS-11 level, you must meet one of the following: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade in the normal line of progression for the occupation in the organization.

Examples of specialized experience would typically include, but are not limited to: Extensive knowledge of a wide range of communications concepts, principles, and practices associated with telehealth/connected care (data transfer, switching systems, video and voice telecommunications) to accomplish work processes using telecommunications devices, methods, services, and facilities.

Broad range of telecommunication knowledge including digital and analog communications requirement, video, local and wide area networking, and procedures used by Federal and healthcare organizations.

Knowledge of administrative laws, policies, regulations, and precedents applicable to the technical aspects of telehealth and scheduling.

Knowledge of clinical operations and workload management in telehealth delivery.

Knowledge and experience in the principals and techniques of telehealth technologies used in VHA to support the following modalities at minimum: CVT, SFT and HT.

Skill in optimizing the use of available and emerging health information technologies to improve access to care for veterans.

Knowledge of, and skill in providing education and training for VA and non-VA entities on various telehealth technologies.

Basic knowledge of management practices including strategic planning, coaching, team building, and conflict resolution.

Basic knowledge of how to develop, implement and maintain a customer service strategy. OR, Education: 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: Combinations of successfully completed graduate level education (beyond the first year) and specialized experience, as described above, to meet the total requirements.

Preferred Experience: Two years of telehealth experience; Experience training and mentoring peers or subordinates Certification as Preceptor or Mast Preceptor for one or more telehealth programs (CVT, SFT, HT); Two years of experience operating/maintaining/troubleshooting telehealth equipment and technology.

You will be rated on the following Competencies for this position: Communications Leadership Technology Awareness Technology Management 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: The work is primarily sedentary, although some light physical effort may be required.

There may be some walking; standing; bending; carrying of light items including training paperwork or manuals, or small equipment, such as laptop computers, mobile LCD projectors; or driving an automobile.

Incumbent may be susceptible to eyestrain from working long hours on the computer.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Major Duties:

**This position is located at one of the locations listed within VISN 2** Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met.

Selection at a lower grade level does not guarantee promotion to the full performance level. Provides direct supervision to Telehealth team which includes assigning, amending or rejecting work.

Ensuring production and accuracy requirements are met.

Developing performance plans, recommending standards and ratings, and evaluating performance, making promotions, reassignment, and recognizing outstanding performance, responding to questions or matters not covered by standards and problems in meeting performance standards.

Effecting corrective and disciplinary measures to address conduct and performance issues. Ensures that instructions on work priorities, methods, deadlines and quality have been met.

Collaborates with stakeholders to develop new programs and processes to ensure telehealth programs are meeting the strategic plans of the healthcare system.

Identifies and recommends ways of eliminating, combining, simplifying procedures and processes of the telehealth program. Supporting efforts to effect necessary change.

Independently reviews quality and performance data (e.g.

patient satisfaction surveys, image quality, performance metrics, clinic wait times) for telehealth programs effectiveness and satisfaction and developing process improvements as required.

Coordinates with vendors, Biomed and IT to upgrade and or replace telehealth technologies to minimize impact on patient care.

Develops and coordinates a wide variety of standard operating procedures with full and complete technical advice to ensure telehealth operations are timely, efficient, and appropriate.

Provides standardized developed competency based training for telehealth technology, facilitating interactive simulations for clinical staff participating in Telehealth programs.

Gathers, compiles and analyzes data and statistics to develop integrated reports designed to assess impact, demand and utilization of telehealth services for submission to facility and Veteran Integrated Service Network (VISN) leadership.

Ensures that standardized developed competency based training in accordance with established Telehealth program policies and directives are provided to all telehealth staff and telehealth providers.

This may include either functioning as a telehealth preceptor or assigning this responsibility to a subordinate whose role will be to conduct a review to ensure technologies and systems are functioning prior to training, and trainees have completed prerequisites; observing and validating skills for initial certification and on-going performance evaluation.

Providing established remedial training as needed and reporting to supervisor regarding ongoing performance. Maintain knowledge of current standard practices.

Supports designated, complex telehealth programs that require advanced technical skillsets.

Serve as liaison between Clinical Resource Hub service and spoke site project implementation plans for the design, testing, and maintenance of service implementation projects.

Review statistical and demographic data to support program development and aid in the establishment of CRH goals and objectives.

Function in lead capacity to ensure formal agreements and processes (i.e., Memoranda of Understandings, Service Level Agreements, and Operations Meetings and Maintenance all CRH Plans) related to the infrastructure that supports the delivery of Clinical Telehealth programs regionally are being met.

Identify and select appropriate discipline needs to support how and when the service is implemented and operationalized in accordance with the National Clinical Resource Hubs guidance and Implementation guide supported by the Office of Connected Care Conditions of Participations (COP).

Develop and approve methods for tracking and implementing training at the spoke site of origin.

Review the Community Care service and analyze best methods the CRH may be able to support bringing patients back into the VA for care; collaborate closely with various professional groups involved in clinical video and Store and Forward telehealth to facilitate project/program success that will lead to the development of comprehensive models for implementation both locally and regionally.

Work Schedule: Monday-Friday 8:00AM-4:30PM Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process.

Virtual: This is not a virtual position. Position Description/PD#: Supervisory Health System Specialist/PD49416O