The incumbent serves as a Pharmacy Technician in a VISN Clinical Contact Center (CCC) as part of an interdisciplinary healthcare team. The Pharmacy Contact Center Technician will provide and support administrative and clinical activities as assigned. All assigned clinical activities and functions shall be completed in accordance with approved pharmacy protocols. Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency: Must be proficient in written and spoken English Education or Experience: A high school diploma or equivalent or at least 3 months experience Certification: Must be Certified by the National Pharmacy Technician Board (PTCB) May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grandfathering Provision. The following is the standard grandfathering policy for all Title 38 hybrid qualification standards. Some of these provisions may not apply to this occupation. Please carefully review the qualification standard to determine the specific education and/or licensure/certification/ registration requirements that apply to this occupation. All persons employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series and grade held, including positive education and licensure/certification/registration that are part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees in an occupation that does not require a licensure/certification/registration, may be reassigned, promoted, or demoted within the occupation. Such employees in an occupation that requires a licensure/certification/registration, may be reassigned, promoted up to and including the full performance (journey) level, or demoted within the occupation, but may not be promoted beyond the journey level or placed in supervisory or managerial positions. Such employees in an occupation that requires a licensure/certification/registration only at higher grade levels must meet the licensure/certification/registration requirement before they can be promoted to those higher grade levels. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. Employees initially grandfathered into this occupation, who subsequently obtain additional education and/or licensure/certification/registration that meet all the basic requirements of this qualification standard must maintain the required credentials as a condition of employment in the occupation. If an employee who was retained in an occupation listed in 38 U.S.C. § 7401(3) under this provision leaves that occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: In addition to the basic requirements listed above, applicants at the GS-6 level must also meet the following requirements: Experience. One year experience at the next lower level, and must fully meet the KSAs at the next lower level. In addition, the candidate must demonstrate the following Knowledge, Skills, and Abilities: 1. Ability to solve problems and make recommendations, e.g., troubleshoot operational problems and refer for appropriate action. 2. Knowledge of the operation and care of automated equipment 3. Knowledge of, and ability to follow, written instructions for compounding with aseptic technique for hazardous materials such as oncology agents. 4. Knowledge, and ability to perform, compounding with aseptic technique for routine sterile products. 5. Knowledge of policies and procedures for inventory management in specialized areas such as emergency carts. 6. Knowledge of the computerized prescription process demonstrated by the ability to input prescriptions and medication orders. Creditable Experience - To be creditable, experience must have required the use of knowledge, skills, abilities, and other characteristics associated with the scope of pharmacy technician practice. For Reference: GS-5 Assignment - This is the full-performance level for pharmacy technicians. Employees at this grade level serve as staff pharmacy technicians receiving little guidance from more experienced staff members for more complex patients and procedures, and require minimal supervision. Preferred Experience: Knowledge of call center processes and procedures Strong customer service skills Experience responding to customer inquiries in a timely and helpful manner References: VA Handbook 5005 Part II, Pharmacy Technician Qualification Standard, Appendix G28 The full performance level of this vacancy is GS-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: Fine manipulation to include keyboarding (8 hours), hearing (aid permitted), employee will be required to sit at a computer for long periods of time in order to complete the duties of the position. ["Major duties include: Works collaboratively with VISN programs, services, and interdisciplinary coordinated care team members to provide access to care and meet the needs of Veterans, their family members and/or legal representatives via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video regarding a broad range of topics, including medication refills/renewals, basic billing inquiries, and procedural pharmacy activities. Routinely reviews computer medication profiles for therapeutic duplication, prescription non- compliance and allergies/drug reactions. Transfers identified patients to a Pharmacist or supervisor, for further evaluation, if needed. Processes and submits patient requests for new prescription orders and renewals (including controlled substances) into the computer accurately, thoroughly and in a timely manner. Uses approved Pharmacy Service protocols when appropriate to satisfy patient medication requests. Consistently documents patient contact and call resolution in VISN CCC software (and the electronic healthcare record as applicable) to include but is not limited to what was requested, what action was taken and any other information which may be pertinent during future research. Assists in the documentation of medication variances. Seeks assistance from designated Lead Technician, a pharmacist or supervisor when responding to unusual questions or when reasonable attempts to satisfy a caller have been unsuccessful. Actively and diligently treats all Veterans with respect and utmost dignity. Seeks to solve Veteran's concerns at first contact. When required, refers to other VA resources to assist in the resolution process. Always resolves all Veteran issues in a timely and caring manner with emphasis on providing first contact resolution Participates in continuous daily improvement and VISN CCC initiatives. Work Schedule: Monday-Friday, various tours of duty between the hours of 7:00am-7:00pm. Future expansion of hours, to include evenings, weekends, and holidays, may be necessary to meet operational needs.\nLocation: This position is 100% telework, however candidate must reside within 60 miles of a VA Medical Center so they can report to site in the even of technology difficulties/outages as deemed necessary by management. Compressed/Flexible: Not available\nTelework: Available (full-time telework position)\nVirtual: This is not a virtual position.\nRelocation/Recruitment Incentives: Not Authorized\nPermanent Change of Station (PCS): Not Authorized\nFinancial Disclosure Report: Not required"]
Providing Health Care for Veterans: The Veterans Health Administration is America’s largest integrated health care system, providing care at 1,255 health care facilities, including 170 medical centers and 1,074 outpatient sites of care of varying complexity (VHA outpatient clinics), serving 9 million enrolled Veterans each year.