Program Specialist - Facility Telehealth Coordinator

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 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. 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. 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 The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/24/2026. 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 a combination of specialized experience and graduate education beyond the first two years. NOTE: If using education combined with specialized experience to qualify, a copy of your transcript is 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/. 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. 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. 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. 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/.