• Process and submit new prescription requests and medication renewal requests, including controlled substances, using approved VA protocols. • Answer telephone calls from Veterans, physicians, and healthcare professionals regarding prescriptions and medication questions. • Review prescription profiles and provide status updates on medications within technician scope. • Document patient and staff interactions in CPRS and other VA systems as required. • Respond to questions regarding expired, discontinued, deleted, or unavailable medications and escalate clinical issues to pharmacists. • Verify patient identity prior to discussing protected health information. • Manage inbound calls while meeting national productivity and quality metrics. • Provide professional customer service to Veterans, staff, and external customers. • Operate phone systems efficiently, including transferring calls and placing callers on hold when appropriate. • Follow Pharmacy Contact Center scripts and workflows. • Resolve Veteran concerns at the first point of contact whenever possible. • Seek guidance from team leads, pharmacists, or supervisors for unusual or complex issues. • Maintain access and compliance with VA electronic health record systems and security requirements. • Maintain national pharmacy technician certification throughout employment. • Complete additional duties as assigned.

• Conduct comprehensive clinical assessments to identify member needs and opportunities for improved outcomes • Collaborate with providers and care teams to develop individualized care plans • Monitor treatment progress and intervene when gaps in care or compliance are identified • Establish trusting relationships with members through proactive outreach • Address barriers to treatment adherence • Partner with internal teams to enhance member experience and health results

• Provide pharmacist care by collaborating with multidisciplinary healthcare teams • Promote guidelines and policies to improve care for patients • Ensure patient compliance and minimize risk associated with high risk medications • Collect data and submit as required by various pay-for-performance initiatives

• driving growth in Specialty by building innovative products • creating disruptive solutions to address oncology and rare diseases • developing product roadmap based on current and anticipated market trends • collaborating across the organization to deliver new solutions • leveraging pharmacist expertise to inform clinical strategy • assisting in the development of tools for clinical and quality monitoring