Pharmacy Technician - Clinical Contact Center (CCC)

Veterans Health Administration • Phoenix, AZ

12d • Remote

About The Position

The Pharmacy Technician works in the Veterans Integrated Service Network (VISN) Clinical Contact Center as part of an interdisciplinary healthcare team. The technician is responsible for the technical management of patient-care assistance activities and for completing daily assignments in a timely, efficient, and customer-oriented manner. The role supports Veterans, their family members, and legal representatives through contact modalities such as telephone, secure messaging, chat, text messaging, and video. The position is remote-eligible but is not virtual. The selected employee 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. Remote eligibility is reviewed annually and does not guarantee permanent remote status; the employee may be required to report to an office in the catchment area.

The technician handles medication refill and renewal requests, basic billing inquiries, and procedural pharmacy activities; reviews medication profiles for potential issues; enters prescription requests; documents contacts; assists with training and contingency coverage; and contributes to continuous improvement initiatives. The work schedule is Monday through Friday on a rotating shift within 6:00 a.m. to 9:00 p.m. Pacific Time, including nights, weekends, and holidays. The full performance level is GS-07.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited in accordance with VA policy.
• Proficiency in written and spoken English.
• For assignments above the full-performance level, an active national certification through either the Pharmacy Technician Certification Board (PTCB) as a Certified Pharmacy Technician (CPhT) or the National Health Career Association (NHA) as a Certified Pharmacy Technician (ExCPT).
• For grade determinations, one year of experience equivalent to the next lower grade level.
• Demonstrated knowledge of pharmacy technician principles, practices, concepts, and theories sufficient for sound independent work.
• Knowledge of computerized prescription processing and entry of prescriptions and medication orders, or their electronic equivalent.
• Ability to resolve pharmacy and medication issues with healthcare-team members, Veterans, and external customers.
• Ability to train developmental pharmacy technicians and students.
• Ability to dispense medication or sterile products in accordance with regulations, policies, and procedures for safe medication distribution.
• Ability to troubleshoot automated dispensing equipment (ADE) or technology platforms and databases.
• Maintain National Pharmacy Technician Certification.
• Meet applicable pre-employment conditions, including background/security investigation, drug testing if selected for a testing-designated position, onboarding requirements, and participation in the seasonal influenza vaccination program.
• Serve a one- or two-year trial period, subject to the conditions described in the announcement.
• Selected employee must be located, or willing to relocate at their own expense, within a 50-mile radius of a VA facility in the HSA 5.3 (Legacy VISN 22) catchment area.
• Meet applicable physical requirements under VA Directive and Handbook 5019.

Responsibilities

• Collaborate with VISN programs, services, and interdisciplinary team members to provide access to care and respond to Veterans, family members, and legal representatives through telephone, secure messaging, chat, text messaging, video, and other available contact modalities.
• Assist with medication refills and renewals, basic billing inquiries, and procedural pharmacy activities.
• Review computerized medication profiles for therapeutic duplication, prescription non-compliance, allergies, and drug interactions, and seek assistance from a Clinical Pharmacist or supervisor for further evaluation when needed.
• Accurately, thoroughly, and promptly process and submit requests for new prescription orders and renewals, including controlled substances.
• Use approved VISN Clinical Contact Center Pharmacy protocols when appropriate to address patient medication requests.
• Document patient contacts and their resolution in VISN Clinical Contact Center software and/or Electronic Health Records, including the request, actions taken, and information relevant to future research.
• Assist with documenting medication variances.
• Assist in training lower-graded technicians and technician students.
• Assist with workload for other VISN Clinical Contact Center Pharmacy Services during natural disasters, low staffing, and other contingency needs.
• Perform duties of lower-graded technicians when required.
• Treat Veterans with respect and dignity, seek to resolve concerns at first contact, refer to other VA resources when needed, and resolve issues in a timely and caring manner.
• Seek assistance from a designated Lead Technician, pharmacist, or supervisor when responding to unusual questions or when reasonable attempts to satisfy a caller have been unsuccessful.
• Follow applicable regulations and instructions regarding access to computerized files and maintain Electronic Health Record access to all serviced sites.
• Participate in daily continuous-improvement and VISN VA Health Connect initiatives.
• Maintain National Pharmacy Technician Certification and complete additional duties as assigned.

Benefits

• Federal employee benefits package; specific benefits are not detailed in the announcement.
• Selected applicants may request consideration for annual-leave accrual credit based on prior federal work or military service; approval is not guaranteed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed