The primary purpose of these positions, located within Pharmacy Services, 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. There are two ONSITE duty locations: Topeka, Kansas Waco, Texas
To qualify for this position at the GS-5 level, you must meet one of the following: SPECIALIZED EXPERIENCE: Applicants must possess at least one (1) year of specialized experience that equipped them with the particular knowledge, skills, and abilities to perform successfully the duties of this position, and that is typically in or related to the work of this position. To be creditable, this experience must have been equivalent to at least the GS-4 level in the Federal service. Specialized experience includes: receiving and responding to telephone calls/inquiries; interacting with callers to determine the primary purpose of calls; researching and resolving caller inquiries; responding to questions regarding benefits; and utilizing various automated systems/databases. OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE (Transcript Required): Successful completion of (4) years of education above the high school level. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. One year of full-time undergraduate study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial or technical school. OR COMBINING EDUCATION AND EXPERIENCE (Transcript Required): Combination of successfully completed post high school education and experience may be used to meet total qualification requirements. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Communication Computer Skills Critical Thinking Technical Competence 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. Physical Requirements: The work is sedentary with no special physical demands. The employee is often required to talk for long periods of time. 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/.
***THESE ARE NOT VIRTUAL POSITIONS, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** These positions involve a multi-grade career ladder. The major duties listed below represent the full performance level of GS-06. At the GS-05 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-06. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, availability of higher-level work, and availability of funds. The major duties include but are not limited to: Receive and respond to telephone calls pertaining to routine and non-routine pharmacy/prescription related issues and inquiries; Perform necessary verification procedures to ensure valuable patient information remains secure; Obtain customer information for such requirements as eligibility verification and benefit-related issue resolution; Provide comprehensive explanation of Pharmacy process and benefits; Access multiple databases to review records, identify status of pending medication actions and potential delays and acquire additional patient and/or medication information as needed to resolve patient problems/inquiries; Explain various Pharmacy functions; Process medication refills; Process view alerts to request renewals of medications that are expired or out of refills, track status of prescriptions, educate Veterans on obtaining refills, provide appointment information and discuss or send out correspondence; Provide Consolidated Mail Outpatient Pharmacy (CMOP) and facility medication tracking information; Prepare well-defined case notes which documents when actions are taken; Serve as back up to other call center program areas as qualified and needed Work Schedule: This call center operates 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 Critical Skills Incentive (CSI): Not Approved