GovCIO is currently hiring for Connected Device Support & Reconciliation Support Technician to support our VA Customer. This position will be fully remote within the United States.
Responsibilities
The Connected Device & Reconciliation Support Representative is responsible for supporting Veterans in accessing and using their VA-provided telehealth and digital health devices. This entry to mid-level position provides both inbound and outbound call support to ensure Veterans can successfully set up, operate, and troubleshoot their devices with confidence.
The role also includes accurate documentation of interactions, device reconciliation, and reporting activities to maintain service quality and continuity of care. Candidates must be enthusiastic about customer service, able to explain technology in user-friendly terms, and committed to delivering a professional, mission-driven experience to every Veteran.
Essential Duties & Responsibilities
Inbound & Outbound Call Support:
- Make scheduled outbound calls and respond to inbound calls from Veterans needing device support.
- Provide guidance for initial device setup and basic configuration of mobile devices.
- Assist with pairing and setup of related peripherals (e.g., blood pressure monitors, scales, thermometers, pulse ox, Eko Duo) as needed.
- Troubleshoot basic connectivity issues, including Wi-Fi, video applications, and general operations.
- Deliver over-the-phone reassurance and calm support when diagnosing and resolving issues.
- Walk Veterans step-by-step through device functionality and application use.
- Clearly communicate technical concepts in plain language tailored to the user's comfort level.
- Review incoming consults to identify the Veteran and technology needs indicated.
- Contact the Veteran to conduct a technology review, assessing eligibility and suitability for the requested device(s).
- Determine and submit centralized orders for appropriate devices/peripherals based on the technology review.
- Complete the consult by documenting outcomes, actions taken, and final disposition.
- Update relevant dashboards and tracking tools to reflect consult status and order activity.
- Accurately document all calls, troubleshooting steps, and resolutions in ticketing systems (e.g., ServiceNow) and reporting tools (e.g., PowerBI).
- Regularly review PowerBI dashboards to identify and address items that are due.
- Order and track retrieval kits for device return and reconciliation.
- Document provider notes and final consult comments in the medical record to ensure continuity of care.
- Support reconciliation processes by verifying device functionality, data accuracy, and usage reporting.
- Provide a professional, empathetic, and patient-focused service.
- Escalate potential risks or recurring technical concerns to management.
- Promote end-user satisfaction and ensure compliance with service performance metrics.
- Maintain consistent attendance and start shifts on time.
- Collaborate effectively with colleagues to meet team and program goals.
- Protect sensitive and confidential information in compliance with security and privacy requirements
Required Skills and Experience
- Education: Bachelor's Degree with 0 - 2 years of work experience (or commensurate experience) in lieu of a degree.
- Experience & Skills:
- Strong communication and customer service skills, with ability to explain technical concepts simply.
- Familiarity with iOS/Android devices, tablets, and Windows/Mac PCs.
- Basic troubleshooting experience with mobile devices, connectivity, and peripherals.
- Ability to type and document interactions accurately in real-time.
- Prior experience with documentation in help desk, ticketing, or reporting systems preferred (training provided).
- Prior exposure to healthcare, telehealth, or Veteran support environments is helpful but not required.
- Prior experince with VA telehealth programs.
- Strong problem-solving and analytical skills.
- Detail-oriented with a focus on documentation accuracy.
- Enthusiastic about serving Veterans and improving healthcare access.
- Calm and composed under pressure, able to reassure end-users.
- Team-oriented with strong time management and reliability.
- Monday – Friday, 8:30am – 5:00pm EST
- Regular, reliable attendance is required.
- Ability to obtain and maintain and Suitability/Public Trust clearance
