VHA VISN 20 Human Resources

Role Description The Registered Nurse (RN) (Triage) is part of the Clinical Contact Center (CCC) and must be able to function effectively in a high stress environment where quick and precise decisions are made. The RN (Triage) must balance several tasks at once while being mindful of Veteran safety and call time. The RN works independently and must rely on critical thinking skills they have developed over years in acute bedside critical care areas. The RN Triage role is complex, requiring flexibility, independent decision making, and collaboration. The RN Triage is an expert communicator and provides timely, appropriate advice, and guidance to patients and their representatives who seek assistance with health care issues. - Provides direct care and counseling for patients through a virtual care system for the promotion and maintenance of health and prevention of illness. - Communicates through a structured process in which information is exchanged clearly and accurately among team members. - Self-directed in goal setting in complex situations and manages competing priorities while providing quality nursing care to a complex patient population. - Utilizes appropriate internal and external resources to the virtual encounter, report unusual occurrences and adverse events. - Considers recommended dispositions and interventions from clinical decision support tools to assess and address the clinical needs of patients. - Consolidates services through one center, using telehealth modalities to serve Veterans. - Responsible for the documented outcomes at the program or service level. 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 of the United States. - Grandfathering Provision for current VHA employees in the 0610 series. Requirements - Minimum requirement of 2 years of Emergency Department experience. - 5 years of overall RN experience. 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. - Work Schedule: 0730-1600, Variable days to include rotating weekends and some holidays.

Role Description Employees serving as a Pharmacy Technician in the Veterans Integrated Service Network (VISN) Clinical Contact Center are part of an interdisciplinary healthcare team. All assigned clinical activities and functions will be completed in accordance with approved pharmacy protocols. - Works collaboratively with VISN programs, services, and interdisciplinary team members to provide access to care and meet the needs of Veterans, their family members, and/or legal representatives via various contact modalities including telephone calls, secure messaging, chat, text messaging, and video. - Routinely reviews computer medication profiles for therapeutic duplication, prescription non-compliance, allergies, and drug interactions. Seeks assistance 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, accurately and in a timely manner. - Consistently documents patient contact and resolution in VISN Clinical Contact Center software and/or the Electronic Health Record (EHR). - Assists in training for lower graded technicians and technician students. - Assists in the completion of workload for other VISN Clinical Contact Center Pharmacy Services during natural disasters, low staffing, or other contingency needs. - Performs all duties of lower graded technicians, if required. - Actively treats all Veterans with respect and dignity, seeking to solve concerns at first contact. - Seeks assistance from designated Lead Technician, a pharmacist, or supervisor when responding to unusual questions. - Follows applicable regulations regarding access to computerized files and ensures EHR access is maintained. - Participates in continuous daily improvement and VISN VA Health Connect initiatives. - Maintains National Pharmacy Technician Certification. - Completes additional duties as assigned. Qualifications - United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. - Education or Experience: None required. - Certification: For positions above the full performance level, must pass a national certification exam and hold an active national certification through either: - Pharmacy Technician Certification Board (PTCB), Certified Pharmacy Technician (CPhT). - National Healthcareer Association (NHA), Certified Pharmacy Technician (ExCPT). - English Language Proficiency: Must be proficient in spoken and written English. Requirements - Experience: Must possess one year of experience equivalent to the next lower grade level. - Knowledge, Skills and Abilities (KSAs): - Knowledge of pharmacy technician principles, practices, concepts, and theories. - Knowledge of the computerized prescription process. - Ability to resolve pharmacy/medication issues with other members of the healthcare team. - Ability to train developmental pharmacy technicians and students. - Ability to dispense medication or sterile products following all regulations. - Ability to troubleshoot automated dispensing equipment (ADE) or technology platforms/databases. - Preferred Experience: Two years of outpatient or retail pharmacy experience, strong customer service skills, and ability to multi-task in a fast-paced environment. 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). - After 12 months of employment, up to 12 weeks of paid parental leave. - Childcare subsidy for eligible employees after 60 days of employment. - Traditional federal pension (5 years vesting) and federal 401K with up to 5% contributions by VA. - Federal health/vision/dental/term life/long-term care insurance options.

Role Description Employees serving as a Pharmacy Technician in the Veterans Integrated Service Network (VISN) Clinical Contact Center are part of an interdisciplinary healthcare team. All assigned clinical activities and functions will be completed in accordance with approved pharmacy protocols. - Works collaboratively with VISN programs, services, and interdisciplinary team members to provide access to care and meet the needs of Veterans, their family members, and/or legal representatives via various contact modalities including telephone calls, secure messaging, chat, text messaging, and video. - Routinely reviews computer medication profiles for therapeutic duplication, prescription non-compliance, allergies, and drug interactions. - Processes and submits patient requests for new prescription orders and renewal requests, including controlled substances, accurately and in a timely manner. - Documents patient contact and resolution in VISN Clinical Contact Center software and/or the Electronic Health Record (EHR). - Assists in training for lower graded technicians and technician students. - Assists in the completion of workload for other VISN Clinical Contact Center Pharmacy Services during natural disasters, low staffing, or other contingency needs. - Performs all duties of lower graded technicians, if required. - Treats all Veterans with respect and utmost dignity, seeking to solve concerns at first contact. - Seeks assistance from designated Lead Technician, pharmacist, or supervisor when responding to unusual questions. - Follows applicable regulations regarding access to computerized files and ensures EHR access is maintained. - Participates in continuous daily improvement and VISN VA Health Connect initiatives. - Maintains National Pharmacy Technician Certification. - Completes additional duties as assigned. Qualifications - United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens. - Education or Experience: None required. - Certification: Must pass a national certification exam and hold an active national certification through either: - Pharmacy Technician Certification Board (PTCB), Certified Pharmacy Technician (CPhT). - National Healthcareer Association (NHA), Certified Pharmacy Technician (ExCPT). - English Language Proficiency: Must be proficient in spoken and written English. Requirements - Experience: One year of experience equivalent to the next lower grade level. - Knowledge, Skills and Abilities (KSAs): - Knowledge of pharmacy technician principles, practices, concepts, and theories. - Knowledge of the computerized prescription process and input of prescriptions. - Ability to resolve pharmacy/medication issues with other members of the healthcare team. - Ability to train developmental pharmacy technicians and students. - Ability to dispense medication or sterile products following all regulations. - Ability to troubleshoot automated dispensing equipment or technology platforms. - Preferred Experience: Two years of outpatient or retail pharmacy experience. 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). - After 12 months of employment, up to 12 weeks of paid parental leave. - After 60 days of employment, childcare subsidy for eligible employees. - Traditional federal pension (5 years vesting) and federal 401K with up to 5% contributions by VA. - Federal health/vision/dental/term life/long-term care insurance options.

Role Description The incumbent serves as the Training Specialist for VISN 20 Clinical Contact Center (V20 CCC) Business Operations employees. The primary responsibility of the incumbent is the development, implementation, and maintenance of ongoing training programs for employees within the V20 CCC Business Operations section, including equipment and process training as well as all mandatory training required by national and the VISN. - Develops and administers training programs for V20 CCC Business Operations staff. - Coordinates orientation activities for new employees. - Prepares materials to acquaint new employees with the organization's mission, structure, history, objectives, and policies. - Facilitates development and maintenance of standard operating procedures. - Develops and modifies courses, sets training priorities, and researches new training sources. - Prepares operating level policies on staff development issues. - Ensures quality provisions are planned, developed, and implemented. - Works with supervisors and PSAs to develop data capture and electronic reporting procedures. - Analyzes segments of business processes or transactions to identify areas for improvement. - Develops, reviews, analyzes, implements, conducts, and evaluates training courses related to various VA Health Connect areas. - Investigates and analyzes adverse quality trends or conditions and initiates corrective action. - Designs studies and organizational strategies for improving customer service and process quality. Qualifications - Applicants must meet time-in-grade, specialized experience, and education requirements within 30 days of the closing date of this announcement, 04/29/2026. - Time-In-Grade Requirement: Current Federal employees must meet time-in-grade requirements. - Individual Occupational Requirement: Specific education or experience required for the 1712 Training Instruction series. - Education: A bachelor's or graduate/higher level degree in a related subject area is required. - Specialized Experience: At least one (1) year of specialized experience related to the position. Requirements - GS-9 Requirements: One year of specialized experience equivalent to GS-7. - GS-11 Requirements: One year of specialized experience equivalent to GS-9. - Preferred Experience: Experience in a Clinical Contact Center environment and proficiency with VA systems. Benefits - Relocation/Recruitment Incentives: Not Authorized. Company Description For more information on qualification standards, please visit the United States Office of Personnel Management's website.

Role Description Employees serving as a Pharmacy Technician in the Veterans Integrated Service Network (VISN) Clinical Contact Center are part of an interdisciplinary healthcare team. All assigned clinical activities and functions will be completed in accordance with approved pharmacy protocols. - Receives and responds to contacts including, but not limited to, telephone calls, VA Health chat messages, and secure messages, from Veterans, their family members, and/or legal representatives regarding a broad range of topics including medication refills, medication renewal requests, basic pharmacy 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 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. - Assists in training for 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. - 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 (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 Clinical Contact Center 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. - 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. - May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation. Requirements - GS-03 Pharmacy Technician: One year of post-secondary education or six months of general experience or student technician enrolled in an approved pharmacy technician program. - GS-04 Pharmacy Technician: Completion of two years of post-secondary coursework related to pharmacy or six months of experience demonstrating knowledge of medication or successful completion of a military or nationally recognized pharmacy technician education/training program. - GS-5 Pharmacy Technician: Successful completion of four years post-secondary education with courses related to pharmacy or an associate's degree in pharmacy technician or technology or one year of experience equivalent to the next lower grade level. - GS-6 Pharmacy Technician: One year of experience equivalent to the next lower level. Benefits - 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). - 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). - Telework: Not applicable, this is a remote position.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Lead Pharmacy Technician in the Veterans Integrated Service Network (VISN) Clinical Contact Center serves as part of an interdisciplinary health care team. The incumbent is a nationally certified pharmacy technician who is efficient, motivated, and focused on customer satisfaction. This position is performed above the full performance level and includes a range of higher-level duties. - 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. - Routinely reviews computer medication profiles for therapeutic duplication, prescription non-compliance, and allergies/drug interactions. - Transfers identified patients to a Pharmacist or Supervisor for further evaluation, if needed. - Reviews patient's medical record and medication profiles to identify situations for polypharmacy and/or abnormal lab findings. - Processes and submits patient requests for new prescription orders and renewals (including controlled substances) accurately and in a timely manner. - Consistently documents patient contact and resolution in VISN Clinical Contact Center software and/or the Electronic Health Record (EHR). - Under the supervision of a Pharmacist, provides supplemental information concerning operational issues or the need for therapy compliance. - 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. - Resolves simple and informal problems and complaints regarding VISN Clinical Contact Center Pharmacy Services. - Ensures pharmacy resources are in optimal working condition and alerts the appropriate Pharmacy Supervisor of any necessary changes. - Proactively monitors call volume and VISN Clinical Contact Center Pharmacy Technician performance through Automatic Call Distribution (ACD) metrics. - Completes other duties as assigned. Qualifications - United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. - Certification: Must pass a national certification exam and hold an active national certification through either: - Pharmacy Technician Certification Board (PTCB), Certified Pharmacy Technician (CPhT). - National Healthcareer Association (NHA), Certified Pharmacy Technician (ExCPT). - English Language Proficiency: Must be proficient in spoken and written English. - Experience: One year of experience equivalent to the next lower grade level. - Knowledge, Skills and Abilities (KSAs): - Comprehensive knowledge of concepts, principles, methodology, and policies in a specialized area of pharmacy. - Skill in training and orienting new and existing pharmacy facility employees and students. - Ability to evaluate, analyze, and coordinate workflow and work activities within a specialized area of the pharmacy. - Preferred Experience: 2 years of call center experience and outpatient pharmacy experience preferred. Requirements - Physical aspects associated with work required of this assignment are typical for the occupation. - A pre-placement examination is required for any occupation or assignment that requires the operation of a government-owned or -leased motor vehicle. 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). - After 12 months of employment, up to 12 weeks of paid parental leave. - After 60 days of employment, full-time employees with a total family income below $144,000 may be eligible for a childcare subsidy. - 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.

The VISN Clinical Contact Center (CCC) Pharmacy Program Manager works independently under the VISN CCC Director or designee and is responsible for the oversight of the pharmacy services within the VISN CCC. The VISN CCC Pharmacy Program Manager functions as part of the VISN CCC leadership team to accomplish the VA's mission, vision, and goals. Responsibilities The VISN CCC Pharmacy Program Manager is responsible for the overall activities of pharmacists, pharmacy technicians, and unit support staff. - Prepares projections and justifications for budget, personnel/workload, equipment and space requirements consistent with the continuously expanding services and roles of pharmacy. - Oversees and manages the work of the VISN CCC Pharmacy Service Supervisor(s) and support staff to include review of leave requests, completion of job performance evaluations and competencies. - Serves as a liaison between the VISN CCC Pharmacy Service, VISN CCC, VISN Leadership and the VISN Board of Directors or other governance structure. - Presents reports and justifies requests to the VISN CCC Director, VISN CCC governance structure, VISN Pharmacy Executives and/or facilities serviced by the VISN CCC. - Utilizes various techniques to eliminate waste in work processes with the goal of meeting established performance metrics. - Performs quality control and facilitates performance improvement of pharmacy staffs work. - Participates in meetings, conferences, and training programs relevant to the development and maintenance of the VISN CCC Pharmacy Service. - Promotes employee professional development through continuing education programs. - Assures that implementation of goals and projects set by the members of the management team and support staff are appropriate and carried out timely. - Participates as preceptor of pharmacy students and residents for education pertaining to administrative issues and customer service, when applicable. - Exhibits courtesy, cooperation, and respect in personal, telephone, and written interactions with Veterans, visitors, and staff. - Adheres to secure processes by not allowing unauthorized access to the VISN CCC, patient records, or the medical center computer system. - Responds to customer inquiries in a helpful and timely fashion. Work Schedule: Monday - Friday, 7am - 3:30pm PST Virtual: This is a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Education Requirements Note: 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. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. 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. Basic Requirements: - United States Citizenship: Be a Citizen of the United States. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. - English Language Proficiency: Pharmacists must be proficient in spoken and written English. - 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. Verification of approved degree programs may be obtained from the Accreditation Council for Pharmacy Education, 20 North Clark Street, Suite 2500, Chicago, Illinois 60602-5109; phone: (312) 664-3575, or through their Web site at: http://www.acpe-accredit.org/. (NOTE: Prior to 2005 ACPE accredited both baccalaureate and Doctor of Pharmacy terminal degree program. Today the sole degree is Doctor of Pharmacy.) Graduates of foreign pharmacy degree programs meet the educational requirement if the graduate is able to provide proof of achieving the Foreign Pharmacy Graduate Examination Commission (FPGEC) Certification, which includes passing the Foreign Pharmacy Graduate Equivalency Examination (FPGEE) and the Test of English as a Foreign Language Internet-Based Test (TOEFL iBT). - Licensure: Full, current and unrestricted license to practice pharmacy in a State, Territory, Commonwealth of the United States (i.e., Puerto Rico), or the District of Columbia. The pharmacist must maintain current registration if this is a requirement for maintaining full, current, and unrestricted licensure. 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). Grade Determinations: Pharmacist GS-14 (VISN Program Manager) - Experience: In addition to the GS-13 requirements, must have 1 year of experience equivalent to the next lower grade level. - Demonstrated KSAs: Pharmacists assigned to this position must demonstrate the following knowledge, skills and abilities (KSAs): - Skill in persuading others and gaining cooperation to accomplish goals. - Ability to effectively communicate orally and in writing regarding complex clinical and technical issues. - Skill in utilizing regulatory and quality standards to develop and implement operational programs. - Skill in managing multiple people or programs. - Skill in utilizing available resources to support the mission and goals of the organization. Preferred Experience: Minimum 2 years VA Health Connect Clinical Contact Center experience.