VHA VISN 17 Human Resources

Role Description The incumbent will serve in a developmental assignment to provide the individual with the knowledge, skills, and abilities needed to perform the full range of duties as described in the target position description, PD# 99898-A, Program Analyst (Clinic Profile Manager), GS-0343-11. The incumbent will perform the duties outlined in the target grade position description but will operate under closer supervision and will not be expected to demonstrate the same level of subject matter mastery. Responsibilities - Serve as a Program Analyst - Clinic Profile Manager for the Department of Veterans Affairs, Veteran Health Administration. - Provide complex and highly skilled support related to provider profile management. - Coordinate clinical/provider profiles and scheduling grids, including clinic set up and maintenance. - Capture outpatient and related workload for Veterans Equitable Resource Allocation (VERA), MCA, and Financial Revenue Management. - Ensure clinic structure allows for scheduling of patients, direct workload capture, accurate access wait times, direct insurance and co-pay billing, direct MCA costing, and track performance against national, VISN, and local measures. Major duties include but are not limited to: - Responsible for overall program management for the clinic maintenance process for the Facility. - Lead efforts to integrate profile management among healthcare providers, facility staff, and patients. - Interpret national policies and procedures, develop and implement local standards, and provide advice to top management. - Establish and manage communication plans for effective communication and change management. - Oversee clinic supervision to staff performing clinic profile coordination and management functions. - Lead clinic profile team members to ensure analytics and goals are met. - Participate in Facility/VISN projects, task forces, and committees. - Oversee all clinic set up options, clinic profiles, and outputs. - Assess the best structure of clinics based on various needs and data capture. - Ensure appointment reminder systems are set up accurately for all outpatient clinic locations. - Coordinate with informatics for development and management of data systems. - Identify problems and apply analytical techniques to correct negative trends. - Develop and implement an in-depth training program for the Facility. - Coordinate quality assurance efforts through assessments of workflow and procedures. - Evaluate data capture outputs to ensure facility compliance with scheduling directives. - Perform other duties as assigned. Qualifications - To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/06/2026. - Time-In-Grade Requirement: Applicants must have held a GS grade any time in the past 52 weeks. - Specialized Experience: Must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-7) in the Federal Service. - Education: Successful completion of a master's or equivalent graduate degree. - Combination: Combinations of successfully completed graduate level education and specialized experience. Requirements - Specialized Experience for GS-11: Must have at least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-9). - Education for GS-11: Successfully completed a Ph.D. or equivalent doctoral degree. - Combination for GS-11: Combination of successfully completed education and specialized experience directly related to the work of the position. - Preferred experience: 1-2 years experience in Clinical Profile Management; 2-3 years of VA scheduling and clinic building experience. Benefits - Promotion Potential: The selectee may be promoted to the full performance level without further competition when all requirements are met. - Work Schedule: Monday - Friday, 8:00am - 4:30pm CST. - Remote: This position is remote work eligible and exempted from return to office requirements. - Relocation/Recruitment Incentives: Not Authorized. - Critical Skills Incentive (CSI): Not Approved. - Permanent Change of Station (PCS): Not Authorized. Physical Requirements - Regular and recurring work is mostly sedentary involving sitting at a desk. - Ability to move from one geographic location of the facility to another. - Some physical effort such as standing, walking, bending, or prolonged sitting may be required. - No special physical demands on the employee.

Role Description The incumbent serves as a Pharmacy Technician in a VISN Clinical Contact Center (CCC) as part of an interdisciplinary healthcare team. The Pharmacy CCC Technician will provide and support administrative and clinical activities as assigned. All assigned clinical activities and functions shall be completed in accordance with approved pharmacy protocols. - Works collaboratively with VISN programs, services, and interdisciplinary coordinated care team members to provide access to care and meet the needs of Veterans, their family members and/or legal representatives via various available contact modalities including but not limited to telephone calls, secure messaging, chat, text messaging, and video regarding a broad range of topics, including medication refills/renewals, basic billing inquiries, and procedural pharmacy activities. - Routinely reviews computer medication profiles for therapeutic duplication, prescription non-compliance, and allergies/drug reactions. Transfers identified patients to a Pharmacist or supervisor for further evaluation, if needed. - Processes and submits patient requests for new prescription orders and renewals (including controlled substances) into the computer accurately, thoroughly, and in a timely manner. Uses approved Pharmacy Service protocols when appropriate to satisfy patient medication requests. - Consistently documents patient contact and resolution in VISN Clinical Contact Center software and/or Electronic Health Record. - Professionally handles issues escalated from team members and follows guidelines to address the issue appropriately. - 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. - Maintains National Pharmacy Technician Certification. - Leads the training of new staff. - Provides training and encouragement for team members not meeting organizational goals. - The incumbent proactively monitors call volume and clinical care staff performance through ACD metrics to identify personnel that may require further development and to determine where resources are needed. - Participates in continuous daily improvement and VISN CCC initiatives. - Completes additional duties as assigned. Qualifications - 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. - 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: Must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f). - Education or Experience: None required. - For all grade levels and positions that accept both education and experience to qualify, equivalent combinations of qualifying education and experience that total at least 100% are qualifying. - Certification (GS-07 and above): Must pass a national certification exam and hold an active national certification through either: - Pharmacy Technician Certification Board (PTCB), Certified Pharmacy Technician (CPhT). - National Health-career Association (NHA), Certified Pharmacy Technician (ExCPT). Requirements - In addition to meeting the basic requirements, to qualify for the GS-07 you must possess at least 1 year of experience equivalent to the next lower grade level (GS-06). - Pharmacy technicians may fill orders, dispense/deliver medications using automated systems or provide technical customer service to Veterans related to prescription needs. - Duties will include delivery of medications to floors/patients, filling medications for the pharmacist to review, checking for expired medications, answering phones with appropriate disposition, preparing sterile products (when applicable), and assisting with basic inventory management. Benefits - Competitive salary and regular salary increases. - 37-50 days of annual paid time off per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year). - Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. - 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. - 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. - Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA. - Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement).

Role Description The VISN CCC Nurse Educator will be responsible for orientation of new staff and evaluating their progress. If needed, they will develop and implement a learning plan for improving identified deficiencies. The educator will work with program management to identify educational needs and create ongoing activities to support all triage RNs. They will work with local and national nurse educators to determine standardized learning modalities and curricula. The Clinical Contact Center Nurse Educator will assume responsibility for content specific to Clinical Contact Center. VISN Clinical Contact Center Nurse Educators will be responsible for the initiation and process for completing annual staff competencies. This position requires proficiency of the incumbent to perform clinical triage and the ability to effectively develop, implement, coordinate, and sustain a comprehensive education and training program for nursing staff using virtual care modalities. You will maintain the competencies developed by local and program management staff for initial and ongoing competency validation program. You will work in collaboration with the VISN Clinical Contact Center leaders to identify and address educational nursing practice issues and other educational requirements. In collaboration with the VISN Clinical Contact Center leaders, the incumbent will create a positive work environment and promote diversity and inclusion to enhance professional development and care delivery. Clinical Contact Centers provide 24/7 virtual access to dedicated staff, providers and a range of clinical and administrative services, including: - Clinical nurse triage for evaluation of symptoms and disposition of health care concerns - Virtual clinical visits with providers for acute and episodic care needs - Pharmacy services - Appointment scheduling Providers include licensed independent practitioners (LIP) [physicians, nurse practitioners] and advanced practice providers (APP) [physician assistants]. Clinical Contact Centers provide a convenient, patient-centered, safe, and easily accessible option for Veterans to address their health care needs. Duties will include but are not limited to: - Serving as a mentor, preceptor, and demonstrating the effective use of a variety of teaching tools and educational modalities. - Collaborating with other service lines and program offices to provide interdisciplinary training to improve efficient and effective patient-centered care. - Ensuring staff awareness of changing policies, practices, goals, accreditation standards, and requirements by incorporating content into educational curriculum. - Providing seamless and consistent care during public health emergencies and natural disasters. - Other duties as assigned. Qualifications - English Language Proficiency. - Graduate of a school of professional nursing approved by the appropriate accrediting agency. - Current, full, active, and unrestricted registration as a graduate professional nurse in a State, Territory or Commonwealth (i.e., Puerto Rico) of the United States, or the District of Columbia. - Graduate Nurse Technician (GNT) Exception: Candidates who otherwise meet the basic education requirements, but do not possess the required licensure, may be appointed at the entry step of the grade and level applicable to the completed nursing education as a GNT on a 120-day temporary appointment while actively pursuing licensure. Requirements - Associate Degree Nursing (ADN), Bachelor of Science degree in Nursing (BSN), or Master of Science degree in Nursing (MSN) must be fully accredited. - Verification of accreditation may be obtained from the appropriate accrediting bodies. - If using foreign education to meet qualification requirements, a Certificate of Foreign Equivalency with your transcript is required. Benefits - Competitive salary, regular salary increases, potential for performance awards. - 50 days of paid time off per year (26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year). - Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA. - Federal health/vision/dental/term life/long-term care insurance options. - This position is remote work eligible and is exempted from return to office requirements.

Role Description This position serves as a Pharmacy Supervisor in a VISN Clinical Contact Center (CCC) as part of an interdisciplinary healthcare team. The Pharmacy Supervisor is responsible for providing and coordinating optimal pharmaceutical care activities in the VISN CCC. The employee functions as a supervisor in coordinating and/or directing the activities of pharmacists, pharmacy technicians, and other staff. Responsibilities - Accountable to the CCC Pharmacy Chief or other immediate supervisor for administrative oversight, work assignment, management of time and leave, and performance evaluation. - Collaborates with all levels of VA leadership and services within and outside of the VHA and VISN. - Manages day-to-day operations of the VISN CCC Pharmacy Service. - Resolves personnel matters with employees and union representatives. - Approves or denies leave requests for VISN CCC pharmacists and pharmacy technician supervisors. - Completes performance evaluations, recommendations for awards, and/or disciplinary actions for staff. - Acts as a liaison between the VISN CCC Pharmacy Service and the facilities serviced. - Participates in the development and revision of VISN CCC Pharmacy Service policies and procedures. - Responds to elevated patient inquiries and ensures customer satisfaction. - Prepares reports and documentation upon request from the VISN or appropriate governance structure. - Arranges continuous improvement huddles for pharmacy staff. - Serves as a backup for GS-12 VISN CCC pharmacists. Education/Training - Participates in meetings, conferences, and training programs relevant to the development of the VISN CCC Pharmacy Service. - Promotes employee professional development through continuing education programs. - Works with the VISN CCC Pharmacy Service Chief to identify and plan relevant staff development and educational programs. - Assists in preparing and coordinating new employees' onboarding experience. - Responsible for implementing and documenting training for all VISN CCC Pharmacy Service staff. - Serves as a preceptor for pharmacy students and/or pharmacy residents. Work Schedule CCC is open 365 days a year, 24/7, 80 hours per pay period. Work schedules will be determined based on staffing needs and may require rotating shifts. Holidays and weekend work are required. Virtual This is a virtual position. Functional Statement # 55801-F Relocation/Recruitment Incentives Not Authorized Permanent Change of Station (PCS) Not Authorized Education Requirements 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. Qualifications - 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. - United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens. - Graduate of an Accreditation Council for Pharmacy Education (ACPE) accredited College or School of Pharmacy with a baccalaureate degree in pharmacy (BS Pharmacy) and/or a Doctor of Pharmacy (Pharm.D.) degree. - Full, current, and unrestricted license to practice pharmacy in a State, Territory, Commonwealth of the United States, or the District of Columbia. - Pharmacists must be proficient in spoken and written English. - May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation. Requirements - 1 year of experience equivalent to the next lower grade level. - Responsible for the professional and administrative management of an assigned area in pharmacy service, including budgetary execution. - Supervises multiple pharmacists and technicians. - Develops performance standards and assures compliance with all regulatory and accrediting body requirements. - Develops policies and procedures relative to their assigned area. Preferred Experience - 5+ years of Outpatient Pharmacy experience. - 3+ years of Clinical Contact Center experience. - 3+ years of Supervisory experience. Physical Requirements - Use of fingers and both hands required. - Walk (up to 1 hour); light carrying (up to 10 lbs). - Near vision correctable at 13' to 16'; hearing (aid permitted).

Role Description The incumbent serves as a Clinical Pharmacist (CP) in a VISN Clinical Contact Center (CCC) as part of an interdisciplinary healthcare team. The Clinical Pharmacist is responsible for providing optimal clinical and pharmaceutical care activities in the VISN CCC in accordance with the department's mission, vision, and goals. The VISN CCC Clinical Pharmacist's primary responsibility is the utilization of evidence-based pharmaceutical care services through direct interactions with patients and providers as well as the safe provision of pharmaceuticals and medication information in a timely manner. This pharmacist promotes and manages drug therapy based on current clinical knowledge and established policies. - Completion of electronic prescription orders, checking of completed prescription orders for accuracy and safety. - Management of VA and VISN formularies, and assistance in achieving VISN goals related to medication management and patient care. - Receiving and handling escalated telephone calls from veterans, their family members, and/or legal representatives regarding: - Appropriate use of medications and medical devices. - Basic billing inquiries. - Clinical questions. - Medication refills/renewals. - Drug-drug interactions. - Adverse effects. - Food-drug interactions. - Product availability. - Pharmacy policies as appropriate. - Monitoring provider's orders for appropriateness of therapy and reporting drug errors, adverse drug reactions, allergies, incompatibilities, side effects, and patient compliance issues. - Actively reviewing patient medication regimens for: - Cost-effective drug selection. - Dosing. - Contraindications. - Therapeutic duplication. - Appropriate route and method of administration. - Drug interactions. - Therapeutic outcomes. - Providing findings and responses to drug information requests to prescribers in a timely manner. - Utilizing patient care information systems such as VistA and CPRS to obtain critical patient data elements and document clinical interventions. - Managing recalls and medication shortage situations by substituting alternate dosage strengths or products per facility policy. - Entering supply orders appropriate for patient care per VISN CCC policy. - Managing various actions for medication orders, including flagging prescriptions and generating unsigned discontinued orders. - Reviewing prescription renewal verification requests and extending refills until the next scheduled appointment under the provider's name. - Participating in continuous daily improvement, Unit Practice Councils, and similar quality improvement initiatives. - Participating in the training and in-servicing of pharmacists, pharmacy technicians, pharmacy residents, pharmacy students, and other medical center personnel. - Acting as a point-of-contact for outside services in assisting with patient care issues. - Completing additional duties as assigned. Qualifications - 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. - United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. - Education: Graduate of an Accreditation Council for Pharmacy Education (ACPE) accredited College or School of Pharmacy with a baccalaureate degree in pharmacy (BS Pharmacy) and/or a Doctor of Pharmacy (Pharm.D.) degree. - Licensure: Full, current, and unrestricted license to practice pharmacy in a State, Territory, Commonwealth of the United States, or the District of Columbia. - English Language Proficiency: Pharmacists must be proficient in spoken and written English. Requirements - GS-11 Pharmacist: None beyond the basic requirements. - GS-12 Clinical Pharmacist (Full Performance Level): - 1 year of experience equivalent to the next lower grade level, or - Completion of an ACPE-accredited Pharm.D. program. - Knowledge, skills, and abilities (KSAs): - Knowledge of professional pharmacy practice. - Ability to communicate orally and in writing to both patients and health care staff. - Knowledge of laws, regulations, and accreditation standards related to the distribution and control of scheduled and non-scheduled drugs. - Skill in monitoring and assessing the outcome of drug therapies. - Preferred Experience: - Five years of outpatient pharmacy experience. - Experience with VA Health Connect clinical operations. - Ability to multi-task in a fast-paced work environment. - Ability to self-resolve technical/computer issues. - Very strong service skills. Benefits - Relocation/Recruitment Incentives: Not Authorized. Physical Requirements See VA Directive and Handbook 5019.