Role Description The incumbent serves as a Pharmacy Technician in the Veterans Integrated Service Network (VISN) Clinical Contact Center as part of an interdisciplinary healthcare team. The incumbent is a certified pharmacy technician who is efficient, motivated, focused on customer satisfaction and, who, under the authority of the VISN Clinical Contact Center Pharmacy Chief, or designee, is responsible for the technical management of patient care activities for pharmacy services in the Clinical Contact Center. - The Pharmacy Technician, GS-07, is expected to strive to achieve First Contact Resolution (FCR) whenever possible. - Maintain a high degree of accurate productivity and performance while being sensitive to their specific contribution to overall patient care. - Accomplish all duties normally performed by general VISN Clinical Contact Center pharmacy technicians at the lower grade level. Specialized Duties - Medication Management: - Works collaboratively with VISN programs, services, and interdisciplinary team members to provide access to care for Veterans and their families via various contact modalities. - Routinely reviews medication profiles for therapeutic duplication, prescription non-compliance, allergies, and drug interactions. - Processes and submits patient requests for new prescription orders and renewal requests accurately and in a timely manner. - Consistently documents patient contact and resolution in VISN Clinical Contact Center software and/or the EHR. - Assists in the completion of workload for other VISN Clinical Contact Center Pharmacy Services during contingency needs. - Performs all duties of lower graded technicians, if required. General Duties - Actively treats all Veterans with respect and dignity, seeking to resolve concerns independently. - Refers to other VA resources when required to assist in the resolution process. - Participates in continuous daily improvement and VISN VA Health Connect initiatives. - Completes additional duties as assigned. Employee is responsible for having high speed internet, that is compatible with working remotely. Applicants will be sent forward based on application date and time. 50 applicants will be reviewed and if no selections are made, an additional review of the next 50 applicants will be conducted. Work Schedule - Full-time; Variable schedule includes weekend and holiday rotations. - The Clinical Contact Center is 24/7 and staffs accordingly; subject to change to meet the needs of the Agency. Recruitment Incentive (Sign-on Bonus) - Not Authorized Permanent Change of Station (Relocation Assistance) - Not Authorized Pay - Competitive salary and regular salary increases. - A higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA. Paid Time Off - 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 per year). Parental Leave - After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy - After 60 days of employment, full-time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs. Retirement - Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA. Insurance - Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement). Telework - Not Authorized Virtual - This position is eligible for Remote/Virtual work, but may fall under the Presidential Memorandum titled "Return to In-Person Work". - This position has an approved exemption from the Return to Office memorandum. Functional Statement - 99329-S 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 in accordance with VA Policy. - English Language Proficiency: Proficient in spoken and written English as required by 38 U.S.C. 7402(d), and 7407(d). - Education or Experience: None required. - Certification (GS-07 and above): Must pass a national certification exam and hold an active national certification. Grade Determinations - Experience: At least 1 year of experience equivalent to the next lower grade level (GS-06). - Certification: Must pass a national certification exam and hold an active national certification. Knowledge, Skills and Abilities (KSAs) - Knowledge of pharmacy technician principles, practices, concepts and theories. - Knowledge of the computerized prescription process and input of prescriptions and medication orders. - 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, policies and procedures. - Ability to troubleshoot automated dispensing equipment or technology platforms/databases. Preferred Experience - Two (2) years previous experience working in a call center. - Two (2) years previous experience working in a hospital-based outpatient pharmacy. Physical Requirements - Work is primarily sedentary but may involve prolonged standing and/or walking.