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.
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/.
***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