The employee will serve as a Supervisory Contact Representative in Pharmacy Customer Care, located at the Veterans Healthcare Administration , Member Services in Topeka, Kansas and/or Waco, Texas. The primary purpose of the position is to provide supervision, guidance and assistance to Contact Representatives (CRs) in the performance of their duties. Position requires employee to complete training of approximately 6 weeks, Monday - Friday, 8:00 am - 4:30 pm Central Standard Time.

Duties

***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** The position will provide supervision, guidance and assistance to Contact Representatives (CRs) in the performance of their duties in Pharmacy Customer Care. CRs respond to questions, resolve issues/concerns concerning pharmacy support activities/administrative processes. Duties will include, but may not be limited to the following: Performs administrative and human resource management functions relative to staff supervised. Establishes guidelines and performance expectations for staff, which are clearly communicated through both formal and informal performance management evaluations. Completes performance appraisals on all employees in accordance with guidelines. Resolves informal complaints and grievances. Recommends personnel actions, including disciplinary and performance-based actions, when appropriate. Develops new or proposed policies, procedures and guidelines and makes recommendations to management on the need for new or modified policies, some of which will have agency-wide impact. Completes daily, monthly, quarterly and annual reports and statistical data analyses as required by management. Performs other duties as assigned. Work Schedule: This Call Center is 24/7/365, and your shift will be anytime between Sunday through Saturday, including nights, weekends and holidays (Hours are TBD). Recruitment & Relocation Incentives: Not authorized Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Financial Disclosure Report: Not Required Critical Skills Incentive (CSI): Not authorized

Requirements

Qualifications

SPECIALIZED EXPERIENCE: Applicants must possess at least one (1) year of specialized experience equivalent to the next lower grade level GS-8 in the Federal service that equipped the applicant with the particular knowledge, skills and abilities (KSA's) to perform successfully the duties of the position, and that is typically in or related to the position to be filled. Specialized experience includes: establishing guidelines and performance expectations for staff; providing advice and counsel to workers, resolving informal complaints and grievances; monitoring and analyzing statistical reports; communicating feedback to staff; and providing guidance and expertise in relation to program functions. You will be rated on the following Competencies as part of the assessment questionnaire for this position:Administration and ManagementHuman Resources ManagementOrganizational Awareness IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

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

There is no educational substitution at this grade level.

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 VHA Central Office - Member Services 3401 SW 21st St Bldg 9 Topeka, KS 66604 US
• Name: VHA National Recruitment Center
• Phone: (844)456-5208
• Email: [email protected]