Come be a part of the VISN 8 Clinical Contact Center (CCC), the first of its kind in VA providing Veterans 24/7/365 access to virtual care and services with a Best Place to Work score of 89%. The incumbent technician is certified and is efficient, motivated and customer-friendly, who is responsible for the technical management of all patient care assistance activities regarding the PCC. Most of our employees telework and we have built a supportive culture of engagement across the miles.

Duties

The incumbent is responsible to the Pharmacy Contact Center Supervisory staff for ensuring that the daily work assignments in this area are completed in a timely, efficient, and customer-oriented manner. The incumbent also performs all processes and procedures involved with all program areas of the Pharmacy Service as requested. The incumbent is expected to maintain a high degree of accurate productivity and performance while being extremely sensitive to the specific contribution to total patient care. As required and assigned, the incumbent is expected to accomplish all duties, as required, normally performed by general pharmacy technicians. In addition to the generalized duties, specialized duties at the Pharmacy Contact Center, include but are not limited to the following: Receives telephone calls from Veterans through the automated call distribution system. Answers Veteran inquiries related to process questions. Follows-through to provider on CPRS as appropriate. Refers clinical and other judgmental questions to the PCC supervising pharmacist as necessary. Documents all Veteran interactions using progress notes and other reports as needed. Uses the highest level of customer service at all times to provide patient education via telephone on the medication refill process, the use of the automated telephone system, the use of the internet refill system and general information on outpatient pharmacies such as hours of operation and types of pharmacy services available on site. Follows-through on all prescription problems by phone or CPRS progress note to the provider to avoid Veterans being out of medications. Participates in telephone notification of class 1 medication recalls as necessary. Guides Veterans on how to return medicine to the pharmacy if needed and how to obtain replacement medications. Actively and diligently treats all Veteran contacts with respect and the 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 (FCR). Assists telephone care program manager with compilation of data for workload statistics and to detect problems with the automated refill and internet refill system. Assists with other administrative tasks or reports as assigned by the PCC supervisor or Chief of Pharmacy. Work Schedule: Varies Compressed/Flexible: Not Available Telework: This is a Telework position- Selectees will be allowed to work in a Hybrid style environment where they work both at their residence, as well as their designated VA duty station. Virtual: This is not a virtual position. Functional Statement #: 10084F 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 Citizenship. Be a citizen of the United States. Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with 38 U.S.C. § 7407(a). 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). Grandfathering Provision. 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). Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service. GRADE DETERMINATIONS Pharmacy Technician, GS-07 Experience. Candidates must possess one full year of experience equivalent to the next lower grade (GS-6) level which are: Knowledge of federal and state laws related to pharmacy practice. Knowledge of preparation, storage and distribution of medication products including those requiring special handling and documentation. Ability to use pharmacy information systems or operate pharmacy dispensing equipment. Knowledge of basic inventory procedures. Ability to communicate with patients and staff and direct questions to appropriate personnel. *** Preferred Experience*** Experience in a pharmacy call center is preferred. Certification. This positions is above the full performance level and 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). Knowledge, Skills and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate all of the following KSAs: (a) Knowledge of pharmacy technician principles, practices, concepts and theories providing for sound independent work. (b) Knowledge of the computerized prescription process and input of prescriptions and medication orders or electronic equivalent. (c) Ability to resolve pharmacy/medication issues with other members of the healthcare team, Veterans and external customers. (d) Ability to train developmental pharmacy technicians and students. (e) Ability to dispense medication or sterile products following all regulations, policies and procedures to ensure safe medication distribution. (f) Ability to troubleshoot automated dispensing equipment (ADE) or technology platforms/databases. References. VA Handbook 5005/159, Part II, Appendix G28 - Pharmacy Technician Qualification Standard -11/27/2023

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address CW Bill Young Department of Veterans Affairs Medical Center 10000 Bay Pines Boulevard Bay Pines, FL 33744 US
• Name: Edit Sedgwick
• Phone: 407-242-7396
• Email: [email protected]