This position is located in VHA Member Services, Pharmacy Service, Pharmacy Customer Care (PCC) Business Line. The certified Pharmacy Technician accepts case referrals and provide assistance to PCC contact representatives with Tier 2 activities associated with clinical medication questions related to medication refills, medication renewals, medication tracking, medication recalls, etc. Duties may include, but are not limited to: Respond to questions and resolve issues pertaining to prescription status, refills, prescription delivery tracking, drug identifications and Veterans appointment information. Complete quality reviews and coach junior staff by conducting quality reviews of HRC Customer calls including: analyzing the quality of the call handling, reviewing service request management, checking accuracy, consistency, effectiveness and timeliness. Accurately articulate information to facility providers, nurses, pharmacists, and other members of the health care team. Independently in the absence of direct supervisor resolve Veteran inquires with diverse members of the health care team to ensure continuity of patient care. Evaluate and implement rules, laws, regulations, and policies to ensure accuracy of medication dispensing processes. Independently resolves disputes, referrals, and escalated cases associated with medication related questions. Possess an extensive knowledge of pharmacy laws, regulations, and policies which determine courses of action specific to the situation.· Identifies drug products through the use of Medication Image libraries, CMOP, imprint codes, and NDC numbers. Initiate complex calculations for liquids, inhalers and other non-solid dosage forms to ensure quantities of medication prescribed are sufficient to last through the next available refill date. Participate in management and leadership decisions involving pharmaceutical casework by evaluating processes, proposing corrective actions and enforcing procedural changes. Continuously monitor casework processes to ensure effectiveness. Provide leadership, guidance and technical direction to the CRs to accomplish the work of the team and resolve issues without the involvement of a supervisor except in unusual circumstances. Independently resolve questions from Contact Representatives, clarifying standard operating procedures related to pharmacy casework. The agency will follow the Telework policy in place. For those interested in teleworking: Employees are required to reside within one hour of the parent station, Waco, TX or Topeka, KS. Basic computer equipment and software will be provided. Employees will incur the cost of utilities such as electricity and internet. Internet must have speeds of upstream 1.0 megabytes per second (MBPS) and downstream 6.0 MBPS. Training will be approximately 6 weeks Monday - Friday, 8:00 am - 4:30 pm Central Time. You will be required to report to the site you were hire for until you are approved to telework per agency policy, if you ae interested in teleworking Work Schedule: Full time, 40 hours per week/8 hours per shift. This is a 24-hour, 7-day per week call center, to include days, nights, evenings, weekends, and holidays. Tour of duty based on organizational needs and determined by seniority, most new employees will work evening, night, and weekend hours. Telework: Available Virtual: Available Position Title/Functional Statement #:Pharmacy Technician/PD06855A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required
Providing Health Care for Veterans: The Veterans Health Administration is America’s largest integrated health care system, providing care at 1,255 health care facilities, including 170 medical centers and 1,074 outpatient sites of care of varying complexity (VHA outpatient clinics), serving 9 million enrolled Veterans each year.