Role Description The incumbent 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 and in coordinating and/or directing the activities of pharmacists, pharmacy technicians, and other staff. The VISN CCC Pharmacy Supervisor functions as part of the CCC team to accomplish the VA's mission, vision, and goals. Duties include but are not limited to the following: - Manages the day-to-day operations of the VISN CCC Pharmacy Service and serves as the immediate supervisor for the pharmacists and pharmacy technician supervisors. - Resolves personnel matters dealing with employees and union representatives in regard to employee­ management concerns. - Approves or denies leave requests for the VISN CCC pharmacists and pharmacy technician supervisors based on workload needs, including the addition of new tours of duty as needed. - Completes performance evaluations, recommendations for awards, and/or disciplinary actions for the VISN CCC Pharmacy Service staff and makes recommendations to the VISN CCC Pharmacy Chief or designee, when appropriate. - Acts as a liaison and point of contact between the VISN CCC Pharmacy Service and the facilities serviced. - Participates in the development and revision of VISN CCC Pharmacy Service policies, procedures, and training. - Responds to elevated patient inquiries, as needed, and ensures that customer satisfaction is achieved. - Prepares reports and documentation upon request from the VISN, VISN CCC Board of Directors or appropriate governance structure. - Arranges continuous improvement huddles for pharmacy staff as a means of communication and process improvement. - Serves as a backup with respect to any duties normally performed by GS-12 VISN CCC pharmacists. - 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. - Works with the VISN CCC Pharmacy Service Chief to identify and plan relevant staff related development and educational programs. - Assists in preparing and coordinating new employees' on-boarding experience. - Responsible for implementing, documenting training, and expanding capabilities of all VISN CCC Pharmacy Service staff. - Serves as a preceptor for pharmacy students and/or pharmacy residents. 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: 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. - 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. - English Language Proficiency: Pharmacists must be proficient in spoken and written English as required by 38 U.S.C. 7402(d), and 7407(d). - GS-13 Pharmacy Supervisor Grade Determinations: In addition to the GS-12 requirements, must have 1 year of experience equivalent to the next lower grade level. - Knowledge, Skills, and Abilities: Ability to effectively supervise subordinate staff; communicate orally and in writing to persuade and influence clinical and management decisions; expert understanding of regulatory and quality standards pertaining to pharmacy; skill in managing people or programs. - Preferred Experience: Previous or current management experience in Pharmacy operations. Requirements - Physical Requirements: See VA Directive and Handbook 5019.

• Work with insurance companies to obtain medication approvals. • Use pharmacy systems to enter data, run test claims, and manage follow-up actions. • Document patient needs, authorization status, and assistance efforts across systems and EMRs. • Communicate with prescribers to ensure accurate and appropriate prescriptions. • Maintain detailed records of all patient interactions. • Assist patients with insurance claims and medication adherence over the phone. • Partner with pharmacists and liaisons to support coordinated patient care. • Research information to support decisions and operational improvements. • Manage and update data in relevant databases. • Identify issues, recommend solutions, and participate in process improvement initiatives. • Maintain confidentiality and ongoing professional development. • Perform additional duties as needed; minimal travel may be required.

• Train students in the knowledge and competencies required by the profession. • Support the administration of a pharmacy’s operations. • Prepare, compound, and dispense medications.

• Responds promptly and professionally to customer inquiries, working to resolve issues efficiently while supporting broader customer service goals • Collaborates with team members on a variety of projects and assignments, contributing ideas, sharing workload, and supporting team-based problem solving. • Upholds organizational policies and regulatory requirements, consistently demonstrating ethical conduct and adherence to compliance standards. • Accurately manages patient records by entering new admissions, updating demographic or status changes, processing refills, transferring patients, and completing required documentation. • Produces high quality work by maintaining accuracy, attention to detail, and thoroughness across all assigned tasks. • Delivers exceptional service to hospice partners, ensuring their needs are met with professionalism, empathy, and clear communication. • Completes all required Skill-Based Learnings to stay current on processes, systems, and professional development expectations. • Manages a high volume of inbound calls efficiently, providing timely assistance and maintaining a calm, customer focused approach. • Assists callers with service-related concerns such as package tracking and service failure reporting, including completion of CS report forms. • Supports local pharmacies by assisting with claims adjudication and contributing to fulfillment operations at designated sites when needed. • Other duties as assigned. • May assist with projects related to pharmacy and clinical practice & professional development.