Program Support Assistant (Analysis/Oa)

The Program Support Assistant (Telehealth-OA) is located within the Office of Connected Care Service at the San Francisco VA Health Care System. The primary purpose of the position is to provide Telehealth scheduling support, clerical and administrative support for the Connected Care Programs: Clinical Video Telehealth, VA Video Connect, Store and Forward Telehealth. Functions as point of contact for computer software and computer equipment for Telehealth.

Major Duties and Responsibilities : Serves as a Program Support Assistant for the Telehealth Program, Reports directly to the Supervisory Clinical Admin. Specialist, and provides assistance to the Facility Telehealth Coordinator, CBOC Telehealth Clinical Technicians, and other staff in the Telehealth Program. Duties are varied, non-routine and consist of handling data and coordination for program operations. Serves as a point of contact for patients, medical center staff, VISN staff, and others who contact this office. Answers phone calls, monitors voicemails and prioritizes calls. He/she will assist with any future Connected Care proposals/projects that are implemented. Responsible for managing the schedules for the Clinical Video Telehealth, and Store and Forward Telehealth programs. Tracks Clinical Video and Store and Forward Telehealth programs. Ensures that patients are routed to the correct Telehealth staff member, scheduled into the correct Telehealth clinic, and at the correct VA facility. Coordinates program support work schedules with patient availability, resolving any issues experienced during the education and installation process, and ensuring the day to day operations of the Telehealth programs run as smooth and effectively as possible. Functions as backup timekeeper for the Telehealth program and may also cover other Connected Care programs if needed/requested. Prepares agendas and records minutes for the monthly Connected Virtual Care Committee Meetings and telehealth meetings. Assists with training and readiness calls for iPad set up, troubleshooting, monitoring services, supplies, and equipment for the Telehealth program. Places engineering work orders for maintenance, key requests, or information technology. Implements nationally standardized protocols for incoming data, organizes and maintains patient data and retrieves a variety of computerized data. Assists in collecting, compiling and/or tracking statistical information in support of program operations and to access status or outcomes in relation to established performance measures, goals, and objectives. Uses a variety of software programs, e.g., MS Word, file management, VISTA and VSE programs, EXCEL spreadsheets, etc. and communication tools such as MS Teams and the V-DMS communication board. Responsible for the request of new user accounts (Windows, leave web site, email, etc), PIV access, assigns service-specific menus and keys. Will assist in setting up remote access when appropriate. Assists in the onboarding new employees, ensuring access to TMS and that all mandatory courses are assigned and completed. Other duties as needed to support the telehealth program. Work Schedule: Monday - Friday, 8:00AM - 4:30PM Telework: This position is not authorized for telework. Virtual: This is not a virtual position. Position Description/PD#: Program Support Assistant (Analysis/Oa)/PD01925A Relocation/Recruitment Incentives: Not Authorized Critical Skills Incentive (CSI): Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized

You must be a U.S. Citizen to apply for this job All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959 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 or trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.