• Guide participants in 1:1 video calls and group education sessions through our 3 month online program to help them manage their cardiac related risk factors. • Development of comprehensive treatment plans that is tailored to the individual risk factors and medical needs of the patients. • Engage patients weekly to provide coaching, education, emotional support and modify treatment plans through video, voice or text messages. • Coordinating the approval of treatment plans remotely with Medical Directors. • Provide progress reports on an as needed basis when symptoms are reported or vital signs are not at goal. • Share approved treatment plans to referring providers on a monthly basis to provide insight into the patient’s performance in the program. • Monitor dashboard for adverse events and triage appropriately.

Role Description The Pharmacy Quality and Education Manager is a registered pharmacist that evaluates the provision of pharmacy services within the VISN 19 Clinical Contact Center to promote efficiency and effectiveness of patient care and build confidence that qualify requirements will be fulfilled. Also responsible for providing education, training, and competency validation for pharmacists and pharmacy technicians within the VISN 19 Clinical Contact Center. Responsibilities - Develops and evaluates training programs or customer service initiatives at the program or VISN level. - Provides clinical expertise in the application of the pharmacy processes to complex patient care, organizational processes and/or systems, improving patient outcomes at the program or VISN level. - Responsible and accountable for individual pharmacy practice and determines the appropriate delegation of tasks consistent with the pharmacy technician and pharmacist's obligation to provide optimal care. - Leads and implements the Pharmacy Quality Assurance (QA) Program according to standards and regulations. - Reviews, audits and implements corrective action, where needed, for all components of pharmacy related CCC processes including pharmacist ordering/prescribing, pharmacist review, clinical chart review audits, telephone call audits and pharmacy technician note review audits. - Monitors medication errors and adverse drug reactions. Reviews data for trends and when system errors occur, works to correct processes. - Initiates and/or leads interdisciplinary committees, task forces or groups to improve patient care at the program or VISN level. Ensures critical analysis of data gathered to include comparing data with goals or benchmarks, ensuring data is reliable and valid. - Leads an interdisciplinary team to conduct Root Cause Analyses for clinical adverse events and near miss events; develops action plans to reduce risk of recurrence; follows the progress of these action plans. - Utilizes innovations and creative approaches for changing pharmacy practice at the program level, based on quality assurance findings. - Evaluates effectiveness of pharmacy assessments and makes recommendations for consistency with population-specific care standards at the program level. - Considers intended and unintended impact of any proposed changes on Veteran satisfaction within the program and makes recommendations for mitigation when negative impact is anticipated. - Ensures all clinical pharmacists are part of pertinence review program. Identifies and provides all reviews to the pharmacist within the program and ensures reviews are completed. - Coordinates regular meetings with the VISN CCC Pharmacy Program Manager and works with the VISN CCC Chief of Quality and Education on all reviews needing to be submitted for review. - Is part of the CCC patient safety program and works closely with the Patient Safety Manager. - Responsible and accountable for development, implementation and maintenance of a Clinical Pharmacy Risk program, in coordination with other CCC entities. - Responsible and accountable for development, implementation, and maintenance of a Veterans Experience program for the VISN CCC Pharmacy in coordination with other CCC services. - Develops and maintains a service recovery process, as part of a robust Veterans Experience program, to sustain the highest Veteran satisfaction and safety. - Ensures every pharmacy employee within the CCC program completes a competency checklist by the end of each Fiscal Year. - Ensures that the pharmacy competency folders within the CCC program are complete and up to date. - On an ongoing basis reviews Veterans Health Administration (VHA) Handbooks/Directives and all other pharmacy-related regulatory standards and assesses if standards are being met. - Writes and updates the CCC pharmacy policies and procedures incorporating all applicable laws and regulations. - Provides CCC pharmacy staff education on regulations and standards. - Works with pharmacy program and CCC leadership to resolve issues where non-compliance is identified. Qualifications - 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: Pharmacists must be proficient in spoken and written English as required by 38 U.S.C. 7402(d), and 7407(d). - 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 (i.e., Puerto Rico), or the District of Columbia. Requirements - Experience equivalent to the next lower grade level. - Handling routine medication-related activities in accordance with local, network, and national policies and regulations. - Expert understanding of regulatory and quality standards for their program area. - Ability to solve problems, coordinate and organize responsibilities to maximize outcomes in their program area or area of clinical expertise. - Advanced skill in monitoring and assessing the outcome of drug therapies, including physical assessment and interpretation of laboratory and other diagnostic parameters. Benefits - This position is eligible for Remote work and is exempted from return to office requirements. - Remote exempted positions are reviewed annually and do not imply permanent remote work status. - Travel to the closest VA Medical Center or VA Outpatient Clinic for issuance of equipment, and as needed for technical support.

• Support complex operational environments • Handle multiple concurrent incidents • Collaborate effectively across technical and non-technical stakeholders • Use incident management tools and apply industry-standard best practices • Remain effective in dynamic, fast-paced situations • Exercise analytical thinking and sound judgment

• Provide systems testing support across CCN NG readiness initiatives • Participate in planning and execution of integration testing and end-to-end (E2E) testing for impacted VA systems • Work closely and effectively with internal and client teams • Coordinate tasks to complete testing of individual systems, integration testing, and full end-to-end testing of systems for program launch