Program Specialist - Facility Telehealth Coordinator

Summary

This position is located in the Connected Health, Community Care Department section of a VA Medical Center. Connected Health supports facility implementation and daily operations of Veteran facing digital tools and non-urgent digital communication channels to help Veterans access information and interact with their care teams.

Duties

Duties include, but may not be limited to the following: Plans and coordinates administrative requirements for facility virtual health operations by reviewing national, VISN, and facility policies; identifying required local actions. Developing implementation steps; assigning responsibilities to services; and establishing completion timelines. Drafts facility procedures by summarizing policy requirements, preparing initial procedure language, collecting edits from involved services, and producing final versions for approval and distribution. Develops communication materials that support virtual health priorities by gathering source information from program offices and services, drafting internal announcements and educational content, coordinating reviews with Public Affairs, incorporating required edits, and distributing approved materials through established channels. Prepares administrative portions of clinic configuration request packets by identifying required stop codes, verifying packet completeness, compiling supporting documents, and forwarding packets to scheduling/build teams for action. Supports implementation of new or updated telehealth modalities by identifying required administrative preparation steps, collecting information from services, verifying that administrative prerequisites are complete, and documenting outstanding requirements for follow up. Reviews modality utilization, secure messaging activity, and appointment data to identify administrative patterns affecting program operations and documents administrative causes requiring leadership attention. Maintains program documentation, action logs, and communication archives to support continuity of operations and ensure accurate recordkeeping. Reviews Connected Care readiness checklists, VISN readiness templates, and facility preparedness documents to determine the status of administrative readiness elements and identifies incomplete or missing administrative actions required for compliance. Determines administrative causes for incomplete readiness items by reviewing service responses, required workflow steps, and policy requirements, and communicates required actions to responsible supervisors. Coordinates training required for virtual health activities by reviewing national and VISN training requirements, identifying affected staff groups, drafting training plans, preparing outlines of training materials, collecting content from subject matter experts, scheduling sessions, distributing materials, and recording training completion. Reviews training completion reports to identify staff or services with outstanding requirements, determines administrative reasons for non-completion, and communicates follow-up actions to supervisory staff. Reviews administrative workload capture error reports and encounter closure audits to identify errors in stop code usage, procedural completion, or administrative sequencing. Communicates corrective actions to service supervisors; and records completion in workload tracking logs. Maintains readiness and training tracking systems to ensure leadership has accurate and timely information regarding facility status. Prepares VISN and facility-required reports by compiling data from modality utilization reports, readiness logs, training trackers, clinic configuration packet logs, and administrative audit summaries; verifying completeness; drafting narrative explanations; formatting summaries in accordance with VISN requirements; and submitting reports by established deadlines. Coordinates virtual health projects by developing project task lists, establishing milestone schedules, assigning administrative responsibilities to participating services, collecting status updates, recording milestone progress, and preparing consolidated project summaries for leadership review. Reviews administrative workflow across services to identify bottlenecks, delays, or breakdowns in administrative handoffs by comparing required steps to documented actions. Determining which administrative steps are not being completed; and preparing recommended administrative adjustments for leadership consideration. Maintains project documentation, reporting archives, and workflow analysis logs to support decision-making and ensure accurate historical records. Other duties as assigned. Work Schedule: Monday - Friday 7:30am - 4:00pm Virtual: This is not a virtual position. Position Description/PD#: Program Specialist - Facility Telehealth Coordinator/PD636D-304870 Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Approved Permanent Change of Station (PCS): Not Authorized Requirements

You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. Subject to background/security investigation Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/28/2026. 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. Preferred Experience: Telehealth experience You may qualify based on your experience and/or education as described below: Specialized Experience: 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: medical administration, coordination, and/or program management experience providing hands-on, on-going support for complex healthcare situations; participating in health care strategic planning assessment, systems programming, project proposal development and outcomes establishment/evaluation; planning and developing on-going initiatives intended to improve health care access; using a large body of rules and regulations for certifying and accrediting an organization or agency requirements pertaining to Virtual Health; advising on new technology and clinical service provisions; independently coordinating Virtual Health programs; and developing and implementing procedures and practices to allow effective coordination of multiple Virtual Health objectives. OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have successfully completed 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. This education that has provided me the knowledge, skills, and abilities necessary to do the work of the position. (Transcript Required). OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have an combination of specialized experience and education beyond beyond a master's degree may be used to qualify applicants for the GS-09 level (Transcript Required). 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/.

Education

A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. How You Will Be Evaluated

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position: Attention to Detail Customer Service Decision Making Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Your experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week. 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. Other Information

Physical Demands: The work is primarily sedentary, although some slight physical effort may be required. You may 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. Work Environment: Work is typically performed in an adequately lighted and climate controlled office. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. This job opportunity announcement may be used to fill additional vacancies. The Career Transition Assistance Plan (CTAP) provide eligible displaced VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.