• Provide HR admin platform support and troubleshooting • Assist with census management and data questions • Support enrollment dashboard usage and navigation • Handle funding and invoice inquiries • Manage broker portal support requests • Perform Tier 1 escalation triage • Manage and resolve Zendesk tickets efficiently • Handle complex employee situations requiring licensure • Conduct Medicare eligibility assessments • Conduct high utilizer consultations • Deliver compliance-sensitive Medicare counseling • Support employees with specialized benefits questions • Research carrier database for in-network providers • Research carrier formularies for covered medications • Assist employees with shopping and plan comparison • Provide enrollment troubleshooting and support • Resolve carrier portal access issues • Help interpret carrier communications • Process Qualifying Life Event (QLE) support requests • Support new hire enrollment assistance • Document interactions thoroughly in Zendesk • Identify and escalate patterns and systemic issues • Provide feedback on product friction and carrier performance • Contribute to knowledge base and self-service resources • Participate in team training and continuous improvement initiatives

Role Description The incumbent serves as a Pharmacy Lead Technician in a VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. - Receives telephone calls from and responds to veterans, their family members and/or legal representatives 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. - Reviews patient medical record and medication profiles to identify situations of polypharmacy and/or abnormal laboratory findings. Reports identified patients to a pharmacist. - 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. Handles all refills, return-to-stock, and partial fill patient needs when appropriate. - Under the supervision of a pharmacist, provides supplemental information concerning operational issues or the need for therapy compliance. - Professionally handles issues escalated from team members and follows guidelines to address the issue appropriately. - Is prompt in answering and dealing with telephone calls, supporting the goal of obtaining first call resolution. - Leads the training of new staff. - Provides training and encouragement for team members not meeting organizational goals. - Participates in continuous daily improvement and VISN CCC initiatives. - 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. - 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: For positions above the full performance level, the employee 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). - English Language Proficiency: Pharmacy Technician candidates must be proficient in spoken and written English to be appointed as authorized by 38 U.S.C. § 7403(f). Requirements - GS-08 Experience: Candidates must possess one year of experience equivalent to the next lower grade level and demonstrate the KSAs below. - Certification: For positions above the full performance level, the employee must pass a national certification exam and hold an active national certification through either: - PTCB as a CPhT. - NHA as a ExCPT. - Knowledge, Skills and Abilities (KSAs): - Comprehensive knowledge of concepts, principles, methodology, and policies in a specialized area or section of pharmacy (such as sterile compounding, controlled substances, automation, clinical pharmacy, contact center, etc.). - Skill in training and orienting new and existing pharmacy facility employees and students on proper policies and procedures. - Ability to evaluate, analyze, and coordinate workflow and work activities within a specialized area or section of the pharmacy. Benefits - Relocation/Recruitment Incentives: Not authorized - Permanent Change of Station (PCS): Not authorized Company Description 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. 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: Recognition of Foreign Qualifications .

• Partner with assigned business unit leaders and people managers to understand organizational needs and deliver tailored HR support and guidance. • Provide day-to-day HR counsel on employee relations matters including conflict resolution, performance issues, disciplinary actions, and separations. • Conduct thorough, objective investigations into employee complaints and workplace concerns; recommend and implement appropriate resolutions. • Collaborate with Talent Acquisition to support full-cycle recruiting efforts, including job profile development, interview guidance, and onboarding. • Support and guide managers through the performance management process, including goal setting, mid-year check-ins, annual reviews, and performance improvement plans. • Analyze HR data and trends — including turnover, engagement, and headcount — to identify issues and recommend proactive solutions. • Partner with the Compensation team to support salary benchmarking, offer approvals, and internal equity reviews. • Assist with the design and delivery of employee engagement initiatives, recognition programs, and culture-building activities. • Advise managers and employees on HR policies, procedures, and programs; ensure consistent and fair application across the organization. • Support learning and development efforts by identifying training needs and coordinating or facilitating relevant programs. • Partner with HR Centers of Excellence (COEs) including Benefits, Payroll, and Talent Development to ensure seamless employee experiences. • Ensure compliance with federal, state, and local employment laws and regulations; stay current on legislative changes and their impact on HR practices. • Support organizational change initiatives by providing HR guidance on restructuring, role changes, and workforce transitions. • Maintain accurate and confidential employee records and documentation in the HRIS in accordance with company policy.

• Administer various human resource plans and procedures for all organization personnel. • Assist in the development and implementation of personnel policies and procedures. • Prepare and maintain the employee handbook and the policies and procedures manual. • Participate in developing department goals, objectives, and systems. • Administer the compensation program; monitor the performance evaluation program and revise as necessary. • Perform benefits administration, including claims resolution, change reporting, and communicating benefits information to employees. • Conduct New Hire Orientations that foster a positive first impression of the company. • Manage Onboarding/Offboarding administration, including the timely approval of benefit approval notifications within the payroll system. • Maintain the timely flow of EAF changes within the payroll system by responding to notifications for approvals. • Ensure that job descriptions are recorded for title changes and salary is reviewed for its appropriateness in accordance with ranges. • Provide HR Policy guidance and interpretation with guidance, in accordance with company handbook and applicable laws.