This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement program. You must meet specific individual eligibility requirements in accordance with VHA policy and submit your EDRP application within four months of appointment. Approval, award amount (up to $200,000) and eligibility period (one to five years) are determined by the VHA Education Loan Repayment Services program office after complete review of the EDRP application.

Duties

The Pharmacy Clinical Contact Center Technician is a part of an interdisciplinary healthcare team. The Pharmacy Clinical 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. FUNCTIONS/SCOPE OF DUTIES: A. Works collaboratively with medical center 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. B. 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. C. 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. D. Consistently documents patient contact and call resolution in any required 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. E. 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. F. 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. G. Maintains National Pharmacy Technician Certification. H. Participates in continuous daily improvement and Clinical Contact Center initiatives. I. Completes additional duties as assigned. Performs other duties assigned. Work Schedule: Monday-Friday 11:00am-7:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 53815F Relocation/Recruitment Incentives: Not Authorized EDRP Authorized: Contact the EDRP Coordinator for questions/assistance. Learn more Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

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. Education or Experience. A high school diploma or equivalent; or at least 3 months experience. Certification. Certification by the National Pharmacy Technician Certification Board (PTCB) is required at grades GS-6 and above. 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). Grade Determinations: GS-6 (a) 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 technical KSAs and the potential to acquire the assignment specific KSAs designated by an asterisk (*): (b) Certification. PTCB certification is required at this grade level and above. (c) Demonstrated 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. (d) Assignments. Pharmacy technicians may be assigned to any area of the pharmacy including expanded distributive function assignments; for example assignment as team leaders for specific process improvement teams involving technical areas or performing more highly complex duties including preparation of oncology agents for clinical pharmacy specialists. For all assignments above the full performance level, the higher-level duties must consist of significant scope, complexity (difficulty), and range of variety, and be performed by the incumbent at least 25% of the time. References: VA HANDBOOK 5005/15 PART II APPENDIX G28, March 1, 2006 The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in GS-6. Physical Requirements: See VA Handbook.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: 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. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Ralph H Johnson Department of Veterans Affairs Medical Center 109 Bee Street Charleston, SC 29401 US
• Name: Alicia Fraser
• Phone: 9085607880
• Email: [email protected]