The Pharmacy Technician, GS-0661-07, with the Clinical Contact Center is expected to strive to achieve First Contact Resolution (FCR) whenever possible. They are expected to maintain a high degree of accurate productivity and performance while being extremely sensitive to their specific contribution to the overall patient care provided. 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, in addition to the generalized duties include, but are not limited to the following:
Medication Management:
- 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, secure messaging, chat, text messaging, and video regarding a broad range of topics including medication refills and renewals, basic billing inquiries, and procedural pharmacy activities.
- Routinely reviews medication profiles for therapeutic duplication, prescription non compliance, allergies, and drug interactions. Seeks 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 VISN Clinical Contact Center software and/or Electronic Health Record (EHR) accurately, thoroughly, and in a timely manner. Uses 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 EHR 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 of 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, if required.
General Duties: - Actively and diligently treats all Veterans with respect and utmost dignity. Seeks to resolve Veteran's concerns at first contact independently. 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).
- Seeks assistance from designated Lead Technician, Clinical Pharmacist or Supervisor when responding to unusual questions or when reasonable attempts to satisfy a caller have been unsuccessful.
- Participates in continuous daily improvement and VISN VA Health Connect initiatives.
- Completes additional duties as assigned.
**Employee is responsible for having high speed internet, that is compatible with working remotely** Please see below for the total rewards of being a VA Employee: Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-Pharmacy-Technician-Career-Flyer.pdf Work Schedule: Full-time; Variable schedule includes weekend and holiday rotations; The Clinical Contact Center 24/7 and staffs accordingly; Subject to change to meet the needs of the Agency.
Telework: Available; This is a remote position.
Virtual: This is a virtual position.
Functional Statement #: 497-03805F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66
. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Starting at $49,025 Per Year (GS 7)