Program Specialist

Summary

Program SpecialistDuties and responsibilities include but are not limited to: Administrative Operations/ManagementAssist the Facility Telehealth Coordinator (FTC) with day-to-day telehealth program operations.Demonstrate leadership, experience, and innovative approaches to patient care management within the telehealth program.Collaborate with the FTC on program planning, including needs assessment, data analysis, consult/order pathway development, clinic activations, and scheduling pathway planning.Initiate and manage Master Telehealth Service Agreements (MTSA) and Telehealth Service Agreements (TSA) in the Telehealth Management Platform (TMP).Develop and communicate Standard Operating Procedures (SOPs) for all new programs and provide responsive training and reviews to staff.Serve as the facility TMP point of contact (POC), responsible for program oversight and building agreements.Provide day-to-day assistance with the Virtual Medical Room (VMR)/Video on Demand (VOD), including provider and veteran training and troubleshooting.Ensure the local Telehealth SharePoint site contains accurate, up-to-date resources for the telehealth team and staff.Verify completion of telehealth training and manage user access in TMP per Office of Connected Care policy.Assist FTC and Telehealth Technology Manager (TTM) in scheduling meetings, tracking appointments, and preparing meeting minutes.Coordinate administrative operations with the FTC and provide coverage during their absence.Collaborate and provide quality customer service to FTC, TTM, TCTs, AMSAs, line managers, staff, and Veterans.Manage the Virtual Health Resource Center with the My HealtheVet Coordinator, ensuring daily operations are staffed and covered.In the absence of the Telehealth Equipment Manager, perform telehealth equipment inventory, refresh processes, equipment procurements, and equipment transfers.Handle supply purchase requests, manage logistics and distribution to CBOCs and other sites as required.Perform other related duties as assigned.Program Analyst FunctionsAnalyze and evaluate telehealth program operations and effectiveness in meeting local and network goals and objectives.Review and analyze quantitative and qualitative data for strategic planning, goal assessment, and continuous improvement.Evaluate new/proposed telehealth programs for need and impact in collaboration with the FTC.Review, analyze, and monitor program policies for compliance and quality assurance; track renewals of agreements and MOUs.Perform administrative tasks in data validation, productivity reporting, and workload analysis.Identify and address program concerns or improvements with the FTC; ensure required actions and outcomes.Analyze provider utilization; recommend distribution or redistribution of resources with the FTC.Participate in analysis of workload and related data for resource planning, using national tools/calculators.Perform other related duties as assigned.Program Support DutiesSupport FTC in development and support of Clinical Video Telehealth (CVT) programs, including: Creation, troubleshooting, and refinement of CVT technical processes and business procedures.SOP development for patient/provider scheduling, resource and inventory management, equipment setup, environment readiness, patient/provider preparation, safety, security/privacy, conducting video encounters, and post-encounter coding/closing.Support Store and Forward Telehealth (SFT) programs and the Regional Reading Center in coordination with FTC: Develop and support SFT technical and business processes, and SOPs similar to CVT.Manage ongoing staff training in Telehealth technology and serve as SME for new telehealth equipment.Provide coverage as needed for Telehealth Clinical Technicians, including TelePresenting or imaging tasks.Assist in resolving scheduling issues related to telehealth appointments and support TCTs as needed.Work Schedule: Monday through Friday, 7:30 a.m. to 4:00 p.m.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#: PD92727ARelocation/Recruitment Incentives: Not AuthorizedCritical Skills Incentive (CSI): Not ApprovedPermanent Change of Station (PCS): Not Authorized

Job Description

Program SpecialistDuties and responsibilities include but are not limited to: Administrative Operations/ManagementAssist the Facility Telehealth Coordinator (FTC) with day-to-day telehealth program operations.Demonstrate leadership, experience, and innovative approaches to patient care management within the telehealth program.Collaborate with the FTC on program planning, including needs assessment, data analysis, consult/order pathway development, clinic activations, and scheduling pathway planning.Initiate and manage Master Telehealth Service Agreements (MTSA) and Telehealth Service Agreements (TSA) in the Telehealth Management Platform (TMP).Develop and communicate Standard Operating Procedures (SOPs) for all new programs and provide responsive training and reviews to staff.Serve as the facility TMP point of contact (POC), responsible for program oversight and building agreements.Provide day-to-day assistance with the Virtual Medical Room (VMR)/Video on Demand (VOD), including provider and veteran training and troubleshooting.Ensure the local Telehealth SharePoint site contains accurate, up-to-date resources for the telehealth team and staff.Verify completion of telehealth training and manage user access in TMP per Office of Connected Care policy.Assist FTC and Telehealth Technology Manager (TTM) in scheduling meetings, tracking appointments, and preparing meeting minutes.Coordinate administrative operations with the FTC and provide coverage during their absence.Collaborate and provide quality customer service to FTC, TTM, TCTs, AMSAs, line managers, staff, and Veterans.Manage the Virtual Health Resource Center with the My HealtheVet Coordinator, ensuring daily operations are staffed and covered.In the absence of the Telehealth Equipment Manager, perform telehealth equipment inventory, refresh processes, equipment procurements, and equipment transfers.Handle supply purchase requests, manage logistics and distribution to CBOCs and other sites as required.Perform other related duties as assigned.Program Analyst FunctionsAnalyze and evaluate telehealth program operations and effectiveness in meeting local and network goals and objectives.Review and analyze quantitative and qualitative data for strategic planning, goal assessment, and continuous improvement.Evaluate new/proposed telehealth programs for need and impact in collaboration with the FTC.Review, analyze, and monitor program policies for compliance and quality assurance; track renewals of agreements and MOUs.Perform administrative tasks in data validation, productivity reporting, and workload analysis.Identify and address program concerns or improvements with the FTC; ensure required actions and outcomes.Analyze provider utilization; recommend distribution or redistribution of resources with the FTC.Participate in analysis of workload and related data for resource planning, using national tools/calculators.Perform other related duties as assigned.Program Support DutiesSupport FTC in development and support of Clinical Video Telehealth (CVT) programs, including: Creation, troubleshooting, and refinement of CVT technical processes and business procedures.SOP development for patient/provider scheduling, resource and inventory management, equipment setup, environment readiness, patient/provider preparation, safety, security/privacy, conducting video encounters, and post-encounter coding/closing.Support Store and Forward Telehealth (SFT) programs and the Regional Reading Center in coordination with FTC: Develop and support SFT technical and business processes, and SOPs similar to CVT.Manage ongoing staff training in Telehealth technology and serve as SME for new telehealth equipment.Provide coverage as needed for Telehealth Clinical Technicians, including TelePresenting or imaging tasks.Assist in resolving scheduling issues related to telehealth appointments and support TCTs as needed.Work Schedule: Monday through Friday, 7:30 a.m. to 4:00 p.m.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#: PD92727ARelocation/Recruitment Incentives: Not AuthorizedCritical Skills Incentive (CSI): Not ApprovedPermanent Change of Station (PCS): Not Authorized