Role Description As a Contact Center Service Agent, you will play a key role in delivering high-quality service while identifying opportunities to enhance the guest experience through additional product offerings. Your focus will be on building strong relationships, exceeding expectations with personalized service, and driving value through thoughtful upselling when appropriate. What You'll Do - Deliver Top-Tier Service: Provide friendly, efficient, and helpful support, consistently exceeding guest expectations. - Upselling: Recommend additional services and products tailored to guests’ needs to enhance their experience. - Problem Solving: Effectively resolve inquiries and issues while maintaining a high level of guest satisfaction. - CRM Management: Accurately track guest interactions, preferences, and sales opportunities using our CRM tools. - Build Relationships: Cultivate trust and loyalty with repeat guests and key partners through consistent, personalized engagement. - Collaborate: Work closely with the team to achieve goals and continuously improve the quality of service. Qualifications - Customer Focus - A genuine passion for delivering exceptional service. - Consultative Selling - Skill in upselling while enhancing the overall guest experience. - Problem Solver - Ability to quickly and effectively resolve guest issues. - Team Player - Strong collaboration skills and commitment to achieving shared goals. - Ability to work fully remote in our contact center. - Ability to follow a rotating shift schedule, with assigned shifts that will include mornings, evenings, weekends, and holidays to support service needs. - Ability to work overtime as needed during peak periods. - Ability to obtain TICO Certification (Travel Industry Council of Ontario) within the first 60 days of employment; TTC will cover the cost of the first attempt. - If hired, ability to start training on July 8, 2026. Benefits - Competitive Compensation: $19.35/hour plus performance-based incentives. - Incentives & Rewards: Earn performance-based incentives based on customer satisfaction, upselling success, and service excellence. Spot Awards Recognition for exceptional service moments and outstanding teamwork. - Growth Opportunities: Access to a learning budget, professional training programs, and career advancement pathways. - Purpose-Driven Perks: Paid volunteer days and participation in sustainability-focused initiatives.

Role Description These Registered Nurse (RN) positions are located in the VISN 1 Clinical Contact Center and are remote positions. These positions are full-time, 40 hours per week. The Clinical Contact Center (CCC) Registered Nurse (RN) reports to the VISN 1 Clinical Contact Center Nurse Manager. The incumbent provides care and counseling for patients through a virtual care system for the promotion and maintenance of health and prevention of illness. - Provides care through an interactive process between the nurse and patient that occurs over the telephone and online chat technologies and involves identifying the nature and urgency of client health care needs and determining the appropriate disposition. - Provides timely, appropriate advice and guidance to patients and/or their representatives who seek assistance with health care issues. - Communicates through a structured process in which information is exchanged clearly and accurately among team members. - Considers recommended dispositions and interventions from approved clinical decision support tools to assess and address the clinical needs of patients. Recommendations may be emergent and include those that preserve life, prevent disability, or promote health and well-being. - Reports unusual occurrences and adverse events as appropriate. The nurse considers all characteristics of the individual, including age and life stages, state of health, race and culture, values, and previous experiences. Work Schedule: Days Telework: Not applicable, this is a remote position Virtual: This position is being filled as remote. Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Notifications: This position is an AFGE Bargaining Unit position. Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. This vacancy is limited to the first 50 applications received and will close at 11:59pm ET on the closing date or 11:59pm ET on the day we receive the 50 applications, whichever comes first. Qualifications - English Language Proficiency. - Graduate of a school of professional nursing approved by the appropriate accrediting agency and accredited by one of the following accrediting bodies at the time the program was completed: ACEN or CCNE. - Individuals attending a master's level bridge program in nursing who have completed coursework equivalent to a bachelor's level degree in Nursing may have the opportunity to become registered as a nurse with a state licensing board prior to completion of the bridge program. - Possession of a 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 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 - Minimum 2-3 years prior experience in: Emergency Department, ICU, prior call center/triage. - Strong skills in critical thinking and the ability to multi-task while utilizing multi-platform technology. - Must be able to work in a fast-paced, results-driven atmosphere. - Strong communication skills with all areas of the multidisciplinary team while utilizing multiple communication platforms. - Strong assessment skills for all areas of nursing including mental health. 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 (many federal insurance programs can be carried into retirement).

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).

• Provide accurate and thorough information on commercial health plan benefits, eligibility, and claims. • Handle inbound and outbound calls as well as respond to email inquiries from customers. • Develop processes, call scripts, metrics, and desktop procedures. • Deliver an exceptional customer service experience to Evry members and providers. • Partner with senior leadership daily. • Work effectively in a virtual work environment.