Program Specialist - Telehealth Program Coordinator
Program Specialist/ PD# 27989-0, 07989-0 The Telehealth Program Coordinator (THPC) monitors and analyzes all orders for Telehealth products distributed by the DALC and has primary customer service responsibility to the DALC customer for all Telehealth product lines. This includes all Telehealth devices associated with patient monitoring hardwaresoftware, medical peripheral devices such as:
blood pressure devices, scale devices, glucose meter devices, oxygen measuring devices and patient unit connectivity. Assists with identification and definition of hub and peripheral devices, models and battery sizes. The incumbent is responsible for customer service on all THP-related issues including Remote Order Entry System (ROES) problem resolution, external and internal training on the ROES system, and external and internal training for THP equipment and components. Incumbent is the primary point of contact for external and internal customer issues on THP equipment including reconciling orders placed with manufacturers and orders received by clinics; ensuring quality and customer satisfaction by monitoring, tracking, and analyzing customer complaints to determine the best course of action to correct deficiencies. Incumbent develops, analyzes, and updates policies and procedures for the Telehealth program such as equipment that has not been certified or issued, customer response procedures, credit procedures, and training. Incumbent coordinates the development of these procedures internally and externally with the national Office of Telehealth Services, when applicable. Incumbent is a primary participant in the development of telehealth automation processes including equipment order processing, order rejection processing, model and component changes. Responsible for customer notifications regarding THP hubs, peripherals and accessories including contract changes, ROES and order processing. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/09/2020. 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. 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. Specialized Experience (GS-09/11):
GS-09:
Applicants must have One year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Operating principles, methodology and procedures relevant to telehealth programs and National customer service centers; specifications ad types of medical platforms including various types and sizes of batteries used in terms of size, voltage, nomenclature, units of packaging, life expectancy and substitutability; different models of hearing aids and orthotic soft good garments; medical peripheral devices such as:
blood pressure devices, scale devices, glucose meter devices, oxygen measuring devices, patient unit connectivity; billing and credit policies and procedures such as billing reports and pricing; supply, inventory, order processing distribution, receiving and shipping methods; planning, scheduling, and conducting program analysis to evaluate and recommend improvements; communication techniques (oral and written); providing customer service both in person and VIA phone/email in addressing issues, questions and monitoring, tracking, and analyzing customer complaints; developing and providing training and training materials. OR 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 GS-11:
Applicants 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:
operating principles, methodology and procedures relevant to telehealth programs and National customer service centers; specifications ad types of medical platforms including various types and sizes of batteries used in terms of size, voltage, nomenclature, units of packaging, life expectancy and substitutability; different models of hearing aids and orthotic soft good garments; medical peripheral devices such as:
blood pressure devices, scale devices, glucose meter devices, oxygen measuring devices, patient unit connectivity; billing and credit policies and procedures such as billing reports and pricing; supply, inventory, order processing distribution, receiving and shipping methods; planning, scheduling, and conducting program analysis to evaluate and recommend improvements; communication techniques (oral and written); providing customer service both in person and VIA phone/email in addressing issues, questions and monitoring, tracking, and analyzing customer complaints; developing and providing training and training materials. Or 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 Additional information on the qualification requirements are outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/classifying-general-schedule-positions/.
Estimated Salary: $20 to $28 per hour based on qualifications.
blood pressure devices, scale devices, glucose meter devices, oxygen measuring devices and patient unit connectivity. Assists with identification and definition of hub and peripheral devices, models and battery sizes. The incumbent is responsible for customer service on all THP-related issues including Remote Order Entry System (ROES) problem resolution, external and internal training on the ROES system, and external and internal training for THP equipment and components. Incumbent is the primary point of contact for external and internal customer issues on THP equipment including reconciling orders placed with manufacturers and orders received by clinics; ensuring quality and customer satisfaction by monitoring, tracking, and analyzing customer complaints to determine the best course of action to correct deficiencies. Incumbent develops, analyzes, and updates policies and procedures for the Telehealth program such as equipment that has not been certified or issued, customer response procedures, credit procedures, and training. Incumbent coordinates the development of these procedures internally and externally with the national Office of Telehealth Services, when applicable. Incumbent is a primary participant in the development of telehealth automation processes including equipment order processing, order rejection processing, model and component changes. Responsible for customer notifications regarding THP hubs, peripherals and accessories including contract changes, ROES and order processing. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 04/09/2020. 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. 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. Specialized Experience (GS-09/11):
GS-09:
Applicants must have One year of specialized experience equivalent to at least the next lower grade (GS-07) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Operating principles, methodology and procedures relevant to telehealth programs and National customer service centers; specifications ad types of medical platforms including various types and sizes of batteries used in terms of size, voltage, nomenclature, units of packaging, life expectancy and substitutability; different models of hearing aids and orthotic soft good garments; medical peripheral devices such as:
blood pressure devices, scale devices, glucose meter devices, oxygen measuring devices, patient unit connectivity; billing and credit policies and procedures such as billing reports and pricing; supply, inventory, order processing distribution, receiving and shipping methods; planning, scheduling, and conducting program analysis to evaluate and recommend improvements; communication techniques (oral and written); providing customer service both in person and VIA phone/email in addressing issues, questions and monitoring, tracking, and analyzing customer complaints; developing and providing training and training materials. OR 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 GS-11:
Applicants 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:
operating principles, methodology and procedures relevant to telehealth programs and National customer service centers; specifications ad types of medical platforms including various types and sizes of batteries used in terms of size, voltage, nomenclature, units of packaging, life expectancy and substitutability; different models of hearing aids and orthotic soft good garments; medical peripheral devices such as:
blood pressure devices, scale devices, glucose meter devices, oxygen measuring devices, patient unit connectivity; billing and credit policies and procedures such as billing reports and pricing; supply, inventory, order processing distribution, receiving and shipping methods; planning, scheduling, and conducting program analysis to evaluate and recommend improvements; communication techniques (oral and written); providing customer service both in person and VIA phone/email in addressing issues, questions and monitoring, tracking, and analyzing customer complaints; developing and providing training and training materials. Or 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 Additional information on the qualification requirements are outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's website at https:
//www.opm.gov/policy-data-oversight/classification-qualifications/classifying-general-schedule-positions/.
- Department:
0301 Miscellaneous Administration And Program - Salary Range:
$58,006 to $91,234 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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