Summary These positions are in Pharmacy Customer Care (PCC) within the Department of Veterans Affairs. These positions will be located in Waco, TX; Topeka, KS and Fort Riley, KS. The primary purpose of the position is to resolve issues and concerns of veterans, veteran family members and/or legal representatives, the public, and VA employees concerning pharmacy support activities and administrative processes related to pharmacy services provided to our nation's veterans. Responsibilities THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION Receive telephone calls from and respond to veterans, their family members and/or legal representatives concerning routine and non-routine pharmacy/prescription-related issues and inquiries. Perform necessary verification procedures to ensure valuable patient information remains secure and to obtain customer information for such requirements as eligibility verification and benefit-related issue resolution. Provide comprehensive explanation of PCC processes and benefits that the PCC provides. Respond to callers' questions and concerns related to policies and administrative pharmacy procedures. Process medication refills, process alerts to request renewals of medications that are expired or out of refills, tracking status of prescriptions, educating veterans on obtaining refills, providing appointment information and discussing or sending out correspondence. Provide Consolidated Mail Outpatient Pharmacy (CMOP) and facility medication tracking information. Serve as back up to other call center program areas as qualified and needed. And, All other duties as assigned. Work Schedule: Full-time, 40 hours per week. This call center operates 24 hours, 7 days a week, 365 days out of the year. Your shift will be anytime between Sunday through Saturday, including nights. Hours are to be determined. Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work is sedentary with no special physical demands. The employee is often required to talk for long periods of time. 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) - See "Required Documents" below for details. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications To qualify for the Contact Representative GS-0962-6 you must have at least one (1) year of specialized experience equivalent to the next lower grade level (GS-5) in the Federal Service that has equipped you with the knowledge, skills, and abilities necessary to perform the duties of a Contact Representative at the GS-6 level. Qualifying specialized experience includes: Receives and generates telephone calls concerning pharmacy/prescription-related issues and inquiries; process medication refills, alerts to request renewals of medications, performs all duties of the position while exhibiting excellent customer service skills; uses ability to perform a variety of computer skills, such as with Microsoft Word and Excel; uses data entry skills; and uses ability to communicate with individuals and with groups. (This experience must be fully documented in your resume.) 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 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/. Additional Information Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. Receiving Service Credit for 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. This job opportunity announcement may be used to fill additional vacancies. 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. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 80 or more before any Veterans preference points) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/. Note: Per "Executive Order 14251: Exclusions from Federal Labor-Management Relations Programs", this position is no longer eligible for bargaining unit participation.
