Summary The Pharmacy Technician serves as a Certified Pharmacy Technician in the Veterans Integrated Service Network (VISN) Clinical Contact Center as a part of an interdisciplinary healthcare team to support the mission VISN 10 VA Health Connect. Responsibilities VA Careers - Pharmacy: https://youtube.com/embed/Fn_ickNBEws A Certified Pharmacy Technician is efficient, motivated, focuses on customer satisfaction and, under the authority of the VISN Clinical Contact Center Pharmacy Director, or designee, is responsible for the technical management of all patient care activities regarding pharmacy services in the Clinical Contact Center. The incumbent is responsible to the VISN Clinical Contact Center Pharmacy Supervisory staff for ensuring that the daily work assignments in this area are completed in a timely, efficient and customer-oriented manner. The incumbent is expected to strive to achieve First Contact Resolution (Fc) when possible. 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 normally performed by general VISN Clinical Contact Center pharmacy technicians at the lower grade level. Specialized duties, addition to the generalized duties include, but are not limited to the following: Works collaboratively with VISN programs, services, and interdisciplinary team members to provide access to care and meet the need of Veterans, their family members and/or legal representatives via various available contact modalities to include, but not limited to, telephone calls, VA Health cat messages, and secure messages, 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, allergies, and drug interactions. Seeking assistance with identified individuals from a Clinical Pharmacist or supervisor for further evaluation, if needed. Processes and submits patient requests for new prescription orders and renewal requests, including controlled substances, into the computer accurately, thoroughly, and in a timely manner. Use approved VISN Clinical Contact Center Pharmacy 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 (HER) 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. Assists in training for lower graded technicians and technician students. 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, as required. 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. Seeking assistance from designated Lead Technician, pharmacist or supervisor when responding to unusual questions or when reasonable attempts to satisfy a caller have been unsuccessful. Follows applicable regulations and instructions regarding access to computerized files. Ensures Electronic Health Record (EHR) access to all sites serviced are maintained. Participates in continuous daily improvement and VISN VA Health Connect initiatives. Maintains National Pharmacy Technician Certification, PTCB or ExCPT. Completes additional duties as assigned. Work Schedule: Monday - Friday 1:00pm-9:30pm with rotating weekends and holidays. Occasional travel up to 25%. Remote: This position is designated as remote. Remote work is defined as full-time employment conducted outside of a VA facility or in VA-leased spaces. The option for remote work will be assessed continuously, and the selected individual may need to return to a VA office if required. The selectee must live within 50 miles of a VA Medical Center. Functional Statement #: 91483-A Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a trial period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). 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. English Language Proficiency. Candidates must be proficient in spoken and written English to be appointed as authorized by 38 U.S.C. 7403(f). Certification. For positions above the full performance level, the employee must pass a national certification exam and hold an active national certification through either: Pharmacy Technician Certification Board (PTCB), Certified Pharmacy Technician (CPhT); OR National Healthcareer Association (NHA), Certified Pharmacy Technician (ExCPT). 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). Grandfathering Provision. Pharmacy technicians employed in VHA on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series and grade held, including positive education and licensure/certification/registration that are part of the basic requirements of the occupation. For employees who do not meet all the basic requirements in this standard but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Employees may be reassigned, promoted up to and including the full performance (journey) level or changed to lower grade within the occupation but may not be promoted beyond the journeyman level or placed in supervisory or managerial positions. Employees in an occupation that requires a licensure/certification/ registration only at higher grade levels must meet the licensure/ certification/registration requirement before they can be promoted to those higher grade levels. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard. Employees who are converted to title 38 hybrid status under this provision and subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation. Employees initially grandfathered into this occupation who subsequently obtain additional education and/or licensure/certification/registration that meet all the basic requirements of this qualification standard must maintain the required credentials as a condition of employment in the occupation. Grade Determinations: Experience. Candidates must possess one year of experience equivalent to the next lower grade level. 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. Assignments. For all assignments above the full performance level, the higher-level duties must consist of significant scope, complexity and range of variety and be performed by the incumbent at least 25% of the time. Pharmacy technicians at this level are nationally certified and can work autonomously using independent judgement to perform a full range of duties. These pharmacy technicians mentor and train lower graded pharmacy technicians in the practice setting. They assist advanced/ specialized pharmacy technicians and participate in performance improvement initiatives. At this level, pharmacy technicians use independent judgement to perform the full range of duties in the pharmacy. They also function as staff pharmacy technicians in various locations of the pharmacy, including pharmacy contact centers and other non-traditional pharmacy locations, with minimal oversight. Preferred Experience: Previous Call Center experience. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-07. Physical Requirements: Work is primarily sedentary. The employee will be required to sit at computer monitor for long periods of time to complete the duties of the position. Education Not applicable. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act. Area of Consideration - Applicants will be considered based on the following areas of consideration. 1) First Area of Consideration - Current, Permanent VISN 10 employees - Current permanent employees assigned to a VHA Medical Facility. 2) Second Area of Consideration (Other VA Employees) - Current, permanent Department of Veterans Affairs Employees (VA employees who are located at other VA medical centers).
