• Providing roadside assistance in a safe, professional and timely manner • Acknowledging and resolving customer complaints • Processing inquiries received via phone • Identifying customer needs and helping customers using specific features • Analysing and reporting product malfunctions • Assisting in training new employees when requested by management • Updating our internal databases with information about technical issues and useful discussions with customers • Informing customers about new features and functionalities • Following up with customers to ensure their technical issues are resolved

Role Description This position is in the Clinical Resource Hub (CRH) at the VA Connecticut Healthcare Systems, located in West Haven, CT. This position is full-time at 40 hours per week. The Clinical Resource Hub (CRH) Telecardiology Registered Nurse (RN) provides advanced clinical, technical, and programmatic support essential to delivering high-quality virtual cardiac care across the Veterans Integrated Services Network (VISN). The Telecardiology RN demonstrates leadership, independent clinical judgment, and innovative approaches to managing complex cardiovascular conditions in a virtual environment. - Supports all VISN 1 Hub locations participating in the delivery of virtual cardiology services. - Manages incoming VISN 1 CRH cardiology consults, ensuring timely review and coordinated follow-up. - Provides enterprise-wide support to the VISN 1 CRH by delivering synchronous and asynchronous telecardiology services. - Provides direct virtual patient care to one or more panels of cardiology patients. - Conducts remote cardiac assessments using telehealth technologies. - Coordinates cardiac diagnostic workflows for cardiology patients receiving virtual care. - Engages Veterans and caregivers in shared decision-making and education on cardiovascular disease management. - Delivers telephone- and video-based clinical triage, assessing symptoms and ensuring timely connection to services. - Provides comprehensive care management and coordination for high-risk patients. - Supports and collaborates with CRH and spoke-site staff on telecardiology workflows and best practices. 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. - Preferred Experience: - 5 years of outpatient cardiac experience. - Experience providing comprehensive cardiology nursing care. - Advanced skill in remote management of cardiac patients. - Demonstrated proficiency supporting Veterans using virtual care technologies. - Strong skills in Veteran and caregiver education. Requirements - Position is subject to a pre-employment physical and medical examination. - This position requires lifting, carrying, reaching above shoulder, use of fingers, walking (8 hours), standing (8 hours), repeated bending, working alone, protracted or irregular hours of work, and occasional emotional strain. Benefits - Competitive salary, regular salary increases, potential for performance awards. - 50 days of paid time off per year. - Traditional federal pension and federal 401K with up to 5% in contributions by VA. - Federal health/vision/dental/term life/long-term care insurance. - 1 full and unrestricted license from any US State or territory. - Full-time, Monday-Friday, 7:30am - 4:00pm. - This is a remote, exempted/mid-term extension position.

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.

• Handle inbound calls from members and providers, delivering accurate information related to healthcare benefits, eligibility, and services. • Research and resolve inquiries efficiently while following established procedures and compliance guidelines. • Document customer interactions clearly and accurately in multiple systems during live calls. • Meet performance expectations including quality standards, service levels, and productivity goals. • Contribute to a collaborative team environment focused on delivering reliable and responsive support.