Lead Pharmacy Technician- Clinical Contact Center

Full Job Description

The Lead Pharmacy Technician in the Veterans Integrated Service Network (VISN) Clinical Contact Center serves as part of an interdisciplinary health care team.

The incumbent is a nationally certified pharmacy technician who is efficient, motivated, and is focused on customer satisfaction.

This position is performed above the full performance level and includes a range of higher-level duties.

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. Certification.

For positions above the full performance level, the employee must pass a national certification exam and hold an active national certification through either: (1) Pharmacy Technician Certification Board (PTCB), Certified Pharmacy Technician (CPhT).

OR (2) National Healthcareer Association (NHA), Certified Pharmacy Technician (ExCPT). English Language Proficiency.

Pharmacy Technician candidates must be proficient in spoken and written English to be appointed as authorized by 38 U.S.C. § 7403(f) GS-8 Lead Pharmacy Technician Grade Determinations: Experience.

Candidates must possess one year of experience equivalent to the next lower grade level and demonstrate the KSAs below. Certification.

For positions above the full performance level, the employee must pass a national certification exam and hold an active national certification through either: (a) PTCB as a CPhT. OR (b) NHA as a ExCPT.

Knowledge, Skills and Abilities (KSAs).

In addition to the experience above, the candidate must demonstrate the following KSAs for all GS-08 assignments and meet any additional KSAs for the assignment, if indicated: (a) Comprehensive knowledge of concepts, principles, methodology and policies in a specialized area or section of pharmacy (such as sterile compounding, controlled substances, automation, clinical pharmacy, contact center, etc.) Note: See Specialized Area.in the Definitions Section.

(b) Skill in training and orienting new and existing pharmacy facility employees and students on proper policies and procedures.

(c) Ability to evaluate, analyze and coordinate workflow and work activities within a specialized area or section of the pharmacy.

Preferred Experience: 2 years of call center experience and outpatient pharmacy experience preferred.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation and would generally not require a pre-placement examination.

Exceptions: A pre-placement examination is required for any occupation or assignment that requires the operation of a government-owned or -leased motor vehicle in order to properly carry out assigned duties.

Examinations may also be required for any occupation or assignment that requires a pre-placement examination by virtue of another policy, regulation, or statute. Major Duties:

Total Rewards of a Allied Health Professional *This job will close when we have received 50 applications which may be sooner than the closing date.* Pay will be determined based on the duty location of the position.

Remote employees will receive the locality rate associated with the location of their remote worksite, typically the employee's place of residence.

Duties include but are not limited to the following: 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 and renewals, basic billing inquiries, and procedural pharmacy activities.

Routinely reviews computer medication profiles for therapeutic duplication, prescription non-compliance and allergies/drug interactions.

Transfers identified patients to a Pharmacist or Supervisor for further evaluation, if needed.

Reviews patient's medical record and medication profiles to identify situations for polypharmacy and/or abnormal lab findings. Reports identified patients to a Pharmacist.

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 VISN Clinical Contact Center Pharmacy Service protocols, when appropriate, to satisfy patient medication requests.

Consistently documents patient contact and resolution in VISN Clinical Contact Center software and/or the Electronic Health Record (EHR) to include, but 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. Under the supervision of a Pharmacist, provides supplemental information concerning operational issues or the need for therapy compliance.

Assists in the completion of workload for other VISN Clinical Contact Center Pharmacy Services in the event of natural disasters, low staffing, or other contingency needs.

Performs all duties of lower graded technicians, if required.

Resolves simple and informal problems and complaints regarding VISN Clinical Contact Center Pharmacy Services, technology platforms, and systems when production is compromised.

Refers more difficult problems to the supervisor.

Ensures pharmacy resources are in optimal working condition, addresses workflow needs, and alerts the appropriate Pharmacy Supervisor of any necessary changes, as appropriate.

Proactively monitors call volume and VISN Clinical Contact Center Pharmacy Technician performance through Automatic Call Distribution (ACD) metrics to identify personnel that may require further development and to determine where resources are needed.

Completes other duties as assigned.

Work Schedule: Monday-Friday, 10:45am to 7:15 pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not applicable, this is a remote position.

Virtual: This is not a virtual position. Functional Statement #: 99330-S Permanent Change of Station (PCS): Not Authorized