[Remote] Training Instructor (Clinical Contact Center) - Detail NTE 120 Days

Note: The job is a remote job and is open to candidates in USA. USAJOBS is seeking applicants for a detail to the position of Training Instructor within the VISN 21 Clinical Contact Center. The selected candidate will be responsible for designing, developing, and training administrative personnel on scheduling patient appointments, ensuring compliance with national directives, and evaluating the effectiveness of training programs.

Responsibilities

• Responsible for the design, development, and training of all administrative personnel assigned to scheduling patient appointments throughout the VISN 21 Clinical Contact Center. These duties include developing learning objectives, training content, participant handouts, and interactive, participant-centered, accelerated learning activities; implementing developed content and activities; and measuring success of learning activities
• Research information for course content; VHA Directive searches; searches of appropriate audiovisual and other supplemental training tools; and using judgment in selecting the most appropriate tools and teaching methods from a wide variety of possible choices
• Works in tandem with all CCC Chiefs, Managers and Leads to ensure technical compliance and strategic alignment and may teach several topics within the complex curriculum
• Work with facility, counterparts, and subject matter experts to implement and adjust curriculum materials to incorporate new, relevant information, as required by National, VISN, and/or local directives and strategic goals
• Provides guidance and assistance to the CCC Core Services (i.e., Scheduling and Administration, Clinical Triage, Virtual Clinic Visits, and Pharmacy) Leadership on local strategic priorities and National VA requirements for program content, including technical assistance in revising existing course content and designing new content in order to comply with any applicable directives, policies, new mandates, etc
• Responsible for compliance, reporting, and planning specific to any related performance monitors or measures
• Formally evaluates the effectiveness of staff and program and curricula content, evaluates participant feedback, and determines changes as needed
• Participates in meetings, peer review activities, conferences, and training programs relevant to the development and maintenance of the VISN CCC scheduling education and training standards
• Track timely completion of all internally assigned employee education modules as presented via Talent Management Service (TMS)
• Perform audits as an objective and systemic evaluation to provide an independent assessment of the employee performance of scheduling activity, telephone skills, customer service and other activities related to job function
• Responsible for scheduling and facilitating various courses, with participant groups ranging from specific staff to health care system-wide groups and is responsible for accommodating the learning needs of various participant groups across the VISN
• Responsible for independently facilitating large groups and smaller groups. They provide consistent information in regularly repeating classes and in curriculum which must build upon itself to maximize impact in order to develop the learner over time
• Performs other related duties as assigned

Skills

• You must be a U.S. Citizen to apply for this job
• 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
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 06/22/2026
• 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
• You must possess one of the following: Major study -- education or a subject area related to the position to be filled
• You 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
• Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hours worked per week
• Applicants may substitute education for the required experience
• Applicants may also combine education and experience to qualify at this level
• A transcript must be submitted with your application if you are basing all or part of your qualifications on education
• 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
• Proficient in course curriculum development, implementation and maintenance, possesses a minimum of one year of training experience with a diverse customer base, exhibiting moderate to expert knowledge in use of SharePoint, PowerPoint, TMS, Microsoft Office products and other electronic medium to communicate guidance, trainings and directives
• Knowledge of and ability to develop training programs and materials that are consistent with current service, Medical Center, VISN, and national guidelines, rules, regulations, handbooks/directives
• Knowledge of and skill initiating effective interpersonal relationships and negotiating solutions with supervisory staff, professional and non-professional staff, persons from other services, personnel in other VA facilities etc. with the ability to communicate training standards professionally both verbally and in writing
• Ability to operate within the Team and individually with little supervision and oversight, pivoting between teaching/training a class, attending meetings and responding to emails, messages and staff requests for assistance in a timely manner, meeting deadlines and outcome expectations

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.
• Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.
• Contact the hiring agency for more information on the specific benefits offered.
• Work Schedule: Monday - Friday; 8:00 a.m. - 4:30 p.m. PST; Subject to change to meet the needs of the Agency
• Telework: This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
• Virtual: This is a virtual position.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements.
• 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.

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