VTC Technician – Tele-Behavioral Health Specialist (VTCTBH)
Tele-Behavioral Health Specialist is required to understand and comprehend the functions of a VTC technical from a high degree of expertise. Performing VTC basic technical skills such as: operating video teleconferencing equipment including powering up teleconferencing equipment, checking equipment for proper operation, setting audio levels, positioning camera functions, performing secure or non-secure setup; operate or assist in operating session control panel, studio control unit, and high- resolution graphics. Job tasks often require this technician to provide assistance to users in conducting video teleconference sessions, which may include conference preparation, and monitor VTC equipment and system performance, reporting equipment and network problems to appropriate parties for maintenance or repair. The Video Teleconference Technician’s responsibilities may include operation of briefing computers, projectors or other audiovisual equipment in conjunction with video teleconferencing services; may include scheduling video teleconferencing sessions, training personnel in operation of video teleconferencing equipment, and other audiovisual equipment associated with video teleconferencing services.
Essential Duties and Responsibilities:
- Provide for inventory management and installation of TBH equipment.
- Accurate inventory and location identification of all equipment identified by the SRMC ClinOPS Tele-Behavioral Health cell as dedicated to performance of this mission.
- Provide MTF and RMC user training and train-the- trainer training on TBH equipment, in order to develop super user expertise within the MTF.
- Provide primary VTC scheduling function for local scheduling of TBH patients using the Composite Health Care System (CHCS) scheduling module in the Automated Health Longitudinal Tracking Application (AHLTA) to place appointments on HCP’s schedules.
- Coordinate time and place, network availability, and US Army Medical Information Technology Center (USAMITC) bridge scheduling.
- For offsite VTC, coordinate with other MTF VTC coordinators to ensure correct scheduling of TBH providers.
- Submit well written TBH VTC status reports to MTF and SRMC (TBH Project Specialist and COR), within established timeframes, providing clear, concise, actionable recommendations for improvement.
- Provide ongoing maintenance and accountability of VTC equipment.
- In event of hardware failure, coordinate with the Contracting Officer’s Representative for replacement parts, and return failed components to vendor. Ensure all VTC equipment is certified with the most recent software upgrades, and coordinate with appropriate personnel for any upgrades needed.
- Exhibit positive interactions with MTF and SRMC staff and others, in a professional, respectful, and courteous manner.
- Maintain TBH VTC patient confidentiality and security for patient protected health information (PHI) IAW HIPAA and Privacy Act standards.
- Adheres to legal, professional, and ethical codes in respect to patient confidentiality and privacy.
- Understanding of how health care is delivered within Military Treatment Facilities(MTF) and within the Community Based Warrior Transition Units (CBWTU) to include: appointing, scheduling and referral processes; direct care and purchased care systems; managed care support contract operations; and other related systems.
- This job has limited supervisory responsibilities.
To perform the job successfully, an individual should demonstrate the following competencies:
- Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
- Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
- Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
- Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
- Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
- Ability to work independently with minimal direction and work in a team environment.
- One-year experience in delivering VTC support and knowledge of military healthcare organizations and language is desired.
- Knowledge of Internet, protocol-based VTC and associated IT business rules.
- Experience with video teleconferencing capabilities
- Civilian VTC experience may be substituted as an equivalent for military VTC experience.
- Demonstrated capability to convey knowledge to others on the proper operation of Internet protocol-based VTC equipment.
- Ability to troubleshoot functional and technical problems with VTC equipment.
- Must possess the necessary skills in Microsoft Excel, PowerPoint, and Word, to communicate issues and make succinct recommendations to the MTF and RMC leadership with respect to TBH VTC support issues.
- Capable of providing user training on TBH VTC equipment and able to travel when specified to distant sites to conduct training and augment or directly provide VTC support at the remote location.
- Experience working with the Military Health System (MHS) is highly desired specifically:
- Use of video teleconferencing and tele-health capabilities.
- Able to demonstrate proficiency and effectiveness in oral and written communications.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups, clients, customers, and the general public.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.