Employees serve as a Pharmacy Technician in the Veterans Integrated Service Network (VISN) 9 Clinical Contact Center. The incumbent is a certified pharmacy technician who is efficient, motivated, focuses on customer satisfaction and, who, under the authority of the VISN Clinical Contact Center Pharmacy Director, or designee, is responsible for the technical management of all patient care assistance activities regarding pharmacy services in the Clinical Contact Center.
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: Pharmacy technicians appointed to direct patient care positions must be proficient in spoken and written English in accordance with chapter 2, section D, paragraph 5a, this part. Certification: Applicants 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 Associate (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). Pharmacy Technician, GS-07. (1) Experience. Candidates must possess one year of experience equivalent to the next lower grade level. (2) Certification. For positions above the full performance level, the employee must pass a national certification exam and hold an active national certification through either: (a) PTCB as a CPhT. OR (b) NHA as a ExCPT. (3) 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. (4) 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: Call Center experience. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is primarily sedentary in nature. Requires the use of telephone systems, computer and web based programs.
Medication Management: 1.) 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. 2.) Routinely reviews computer 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. 3.) 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. Uses approved VISN Clinical Contact Center Pharmacy protocols when appropriate to satisfy patient medication requests. 4.) Consistently documents patient contact and resolution in VISN Clinical Contact Center software and/or the Electronic Health Record (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. 5.) Assists in training for lower graded technicians and technician students. 6.) 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. 7.) Performs all duties of lower graded technicians, if required. General Duties: 1.) 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. 2.) Seeks assistance from designated Lead Technician, a pharmacist or supervisor when responding to unusual questions or when reasonable attempts to satisfy a caller have been unsuccessful. 3.) Follows applicable regulations and instructions regarding access to computerized files. Ensures Electronic Health Record (EHR) access to all sites serviced are maintained. 4.) Participates in continuous daily improvement and VISN VA Health Connect initiatives. 5.) Maintains National Pharmacy Technician Certification. 6.) Completes additional duties as assigned. Work Schedule: Rotating WHEN Schedule. WHEN: Weekends, Holidays, Evenings & Nights. Functional Statement #: 10078F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized