Lead Pharmacy Technician - Clinical Contact Center (CCC)

Veterans Health Administration•Phoenix, AZ

11d•Remote

About The Position

Lead Pharmacy Technicians in the Veterans Integrated Service Network (VISN) Clinical Contact Center (CCC) are members of an interdisciplinary healthcare team. They provide guidance and expertise to team members, monitor compliance with CCC rules and regulations, and ensure pharmacy technicians are trained and proficient in serving Veterans from VA Medical Centers across the VISN catchment area. The role provides pharmacy services and access to care through contact modalities including telephone, secure messaging, chat, text messaging, and video. The incumbent reviews medication profiles and medical records, processes prescription requests, documents actions in approved systems, supports training and workflow, and helps resolve Veteran concerns. The position is remote-eligible but is not virtual; the incumbent must be located or willing to relocate at their own expense within 50 miles of a VA facility in the HSA 5.3 (Legacy VISN 22) catchment area. It may require reporting to an office within that catchment area. Remote status is reviewed annually and does not imply permanent remote work. The position works Monday through Friday on a rotating shift schedule within the range of 6:00 a.m. to 9:00 p.m. Pacific Time, including nights, weekends, and holidays. The full performance level is GS-08. Work is primarily sedentary, though it may involve prolonged standing and/or walking.

Requirements

One year of experience equivalent to the next lower grade level.
Active national certification as a Certified Pharmacy Technician through PTCB or as an ExCPT through NHA, unless covered by the stated VHA grandfathering provision.
Comprehensive knowledge of concepts, principles, methodology, and policies in a specialized pharmacy area, such as a contact center.
Skill in training and orienting new and existing pharmacy employees and students on policies and procedures.
Ability to evaluate, analyze, and coordinate workflow and work activities within a specialized pharmacy area.
For lead assignments, lead three or more GS-07 or other pharmacy technicians/employees/staff members and perform higher-level duties at least 25% of the time.
U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
Proficiency in written and spoken English.
Pass required pre-employment screening, including a physical examination and, for testing-designated positions, urinalysis for illegal drug use; complete background/security investigation and onboarding requirements.
Comply with the seasonal influenza vaccination program requirement for VA Health Care Personnel.
Serve a one- or two-year trial period, subject to written certification for continued employment.
Be located, or be willing to relocate at personal expense, within a 50-mile radius of a VA facility in the HSA 5.3 catchment area.

Nice To Haves

Two years of team lead or management experience.

Responsibilities

Collaborate with VISN programs, services, and interdisciplinary care team members to provide access to care and address Veterans’ needs through available contact modalities.
Review computer medication profiles for therapeutic duplication, prescription non-compliance, allergies, and drug interactions; refer patients to a pharmacist or supervisor when further evaluation is needed.
Review medical records and medication profiles to identify possible polypharmacy or abnormal laboratory findings and report identified patients to a pharmacist.
Accurately, thoroughly, and promptly process and submit requests for new prescription orders and renewals, including controlled substances.
Document requests, actions taken, and relevant information in approved VISN Clinical Contact Center software and/or the Electronic Health Record.
Assist with documentation of medication variances and, under pharmacist supervision, provide supplemental information concerning operational issues or therapy compliance.
Help complete workload for other VISN Clinical Contact Center Pharmacy Services during natural disasters, low staffing, or other contingency needs.
Perform duties of lower-graded technicians as required.
Resolve simple, informal problems and complaints related to CCC Pharmacy Services, technology, and systems; refer more difficult problems to a supervisor.
Ensure pharmacy resources are in working condition, address workflow needs, and alert the appropriate pharmacy supervisor to necessary changes.
Treat Veterans with respect and dignity, seek first-contact resolution, and refer concerns to other VA resources when needed.
Maintain national pharmacy technician certification through PTCB or ExCPT.
Assist in developing training guidance, train and orient CCC pharmacy technicians, and report team and individual accomplishments, progress, challenges, and training needs to the appropriate supervisor.
Proactively monitor call volume and technician performance through Automatic Call Distribution metrics to identify development needs and resource requirements.
Perform other duties as assigned.