This position functions in the Meds by Mail (MbM) program Call Center. The MbM program provides comprehensive outpatient mail pharmacy services to qualifying CHAMPVA beneficiaries. MbM also provides pharmacy claims processing services to Veterans Health Administration (VHA) Office of Community Care (OCC) Indian Health/Tribal Health programs and provides mail order pharmacy benefits for CHAMPVA In-house Treatment Initiative (CITI).

Duties

Major duties include, but are not limited to: Supervisory: (1) Initiates performance standards for subordinate staff members, ensuring performance standards are aligned with MbM's mission and goals. (2) Directs assessments and monitoring activities for MbM Call Center staff. Provides training to new and existing staff to maintain departmental competencies. Assures all mandatory training requirements for subordinate staff are met. (3) Monitors employee performance and provides feedback throughout the rating period. Performs quality reviews of Call Center customer calls for accuracy, consistency, effectiveness, timeliness, etc. Provides coaching and mentoring, implementing corrective actions when needed. Holds staff accountable for appropriate levels of performance and conduct. (4) Conducts performance evaluations and appraisals for subordinate staff, ensuring staff are realistically appraised against defined and communicated performance standards. (5) Initiates and communicates adverse actions to subordinate staff members. (6) Initiates performance awards for subordinate staff members. (7) Assigns tours of duty to subordinate staff, adjusting schedules based on workload. Projects overtime requirements based on workload and staffing. (8) Approves/denies leave requests from subordinate staff, ensuring coverage during subordinate staff scheduled and unscheduled absences. (9) Promotes Organizational Health by evaluating and analyzing workflow effectiveness. The incumbent initiates workflow changes in support of engaged, collaborative teams working in an integrated environment providing consistent, high quality prescription services. (10) Assigns work to subordinate staff. (11) Supports workforce succession planning by identifying current and future workforce requirements and skills required for jobs in their chain of command. Actively participates in recruiting, interviewing and recommending selection of subordinate staff, taking into consideration the skills and qualifications of all applicants, MbM mission requirements, and EEO and workforce diversity objectives. (12) Creates an environment of high reliability by providing excellent customer service and supporting a just culture. (13) Resolves informal complaints and grievances. Administrative: (1) Participates in developing policies, procedures, and guidelines some of which may have program-wide impact. Stays abreast of changes in Federal and agency regulations and policies to ensure that processes and procedures are adjusted as needed to comply with those changes. (2) Participates in the return medication process, coordinating disposal of returned medications according to MbM policy, EPA, RCRA, USP and VA standards. (3) The incumbent works closely with senior leadership in identifying Call Center goals. The incumbent participates in planning and implementing high priority projects that will have an impact across the MbM program such as: DAPER workflow, inbound electronic prescribing and a shared phone queue utilizing the Cisco Finesse phone system. (4) The incumbent compiles, evaluates and analyzes data for various projects. (5) Assures all VHA requirements for pharmacy technician credentialing are met. (6) Works closely with the Contracting Officer Representative (COR) regarding all contract staff matters. Technical: (1) Reads and interprets prescriptions for completeness. Identifies missing pertinent information and corresponds with providers or beneficiaries for clarification. (2) Screens providers for eligibility utilizing the Office of Inspector General website. (3) Enters correct drug, strength, dosage form, and quantity into the patient's medication profile for pharmacist verification. (4) Utilizes pharmacy information systems to identify basic therapeutic problems such as duplicate therapy within the same drug class and alerts the pharmacist to possible need for clinical intervention. (5) Provides telephonic patient education on Meds by Mail topics such as how to request a prescription refill, medications available through MbM, and relaying judgmental questions to the pharmacist. (6) Resolves routine administrative questions and problems referring difficult problems to a pharmacist. (7) Documents all correspondence with providers and patients in patient record system. (8) Reports medication close calls/errors through appropriate channels. (9) Collects data for quality improvement purposes. (10) Participates in total quality improvement activities, service process assessment, action teams and continually seeks to improve services. (11) Maintains training documentation for MbM functions in VA TMS. (12) Performs other duties as assigned. VA Careers - Pharmacy: https://youtube.com/embed/Fn_ickNBEws Work Schedule: Monday - Friday 7:00 A.M to 5:30 PM. ( 8 Hour Shift between these hours ) Compressed/Flexible: Not Authorized Telework: Telework Eligible at management discretion Virtual: This is not a virtual position. Functional Statement #: 28571A

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: Citizen of the United States (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 by the National Pharmacy Technician Certification Board (PTCB) is required at grades GS-6 and above GS-07 Demonstrated Knowledge, Skills, and Abilities *1. Ability to evaluate, analyze workflow, and coordinate work activities. 2. Ability to independently gather, evaluate, and analyze data to generate reports and/or for other projects/statistical purposes. 3. Knowledge of pharmacy policies and procedures sufficient to train and orient new employees and other staff 4. Comprehensive knowledge of the operation and care of specialized pharmaceutical equipment. 5. Comprehensive knowledge of the procurement and formulary process. 6. Comprehensive knowledge of investigational drug policies and procedures. 7. Comprehensive knowledge of controlled substance policies and procedures, and the ability to identify and investigate discrepancies in these policies and procedures. 8. Comprehensive knowledge of, and ability to, analyze data in VA information systems. GS-08 Demonstrated Knowledge, Skills, and Abilities *1. Knowledge of human resource management policies and procedures, and the ability to supervise various levels of pharmacy technicians and other technical personnel (for supervisory assignments). *2. Ability to apply management and leadership principles. Assignments. 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. Pharmacy technicians at this level may be assigned supervisory positions or assignments as lead technicians in a highly complex area of the pharmacy. The GS-8 level is for very select, complex pharmacy technician positions as established by each health care facility. To be advanced, employees must meet all of the following standards, provided the standard is part of their assignment. Determinations concerning placement of positions at this grade level shall take into consideration the skill mix and availability of supervision in the work unit. Although these positions are under the supervision of a pharmacist, employees in such settings successfully and consistently demonstrate the exercise of independent technical judgment (without the need for readily available supervision) as well as comprehensive and thorough working knowledge of the most complex or difficult practices and procedures. Such individuals may also serve as supervisors or in an equivalent assignment in a Pharmacy Service, or for a specific unit or section. Supervisory Controls: Works under the supervision of Supervisory Pharmacist. Work is performed independently. Supervisor provides instructions for new, difficult or unusual materials or procedures. Completed work is spot checked for accuracy. Customer Services: Relationships with Management and co-worker is consistently courteous, respectful and cooperative in nature. Physical Requirements: The work requires regular and recurring physical exertion, involving standing for prolonged periods of time, lifting/carrying of pharmaceutical supplies weighing up to 50 lbs and bending/ stooping/ reaching. References: See VA Handbook 5005, Part II , Appendix G-28.

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 SPECIAL PROGRAMS SVC LINE 2103 Veterans Blvd. Unit 2 Dublin, GA 31021 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]