Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf
Pharmacy Technician: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-Pharmacy-Technician-Career-Flyer.pd
FUNCTIONS:
- Works collaboratively with VISN programs, services, and interdisciplinary coordinated care team members to provide access to care and meet the needs of Veterans, their family members and/or legal representatives via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video regarding a broad range of topics, including medication refills/renewals, basic billing inquiries, and procedural pharmacy activities.
- Routinely reviews computer medication profiles for therapeutic duplication, prescription noncompliance and allergies/drug reactions. Transfers identified patients to a Pharmacist or supervisor, for further evaluation, if needed.
- Processes and submits patient requests for new prescription orders and renewals (including controlled substances) into the computer accurately, thoroughly and in a timely manner. Uses approved Pharmacy Service protocols when appropriate to satisfy patient medication requests.
- Consistently documents patient contact and call resolution in VISN CCC software (and the electronic healthcare record as applicable) to include but is not limited to what was requested, what action was taken and any other information which may be pertinent during future research. Assists in the documentation of medication variances.
- Seeks assistance from designated Lead Technician, a pharmacist or supervisor when responding to unusual questions or when reasonable attempts to satisfy a caller have been unsuccessful.
- Actively and diligently treats all Veterans with respect and utmost dignity. Seeks to solve Veteran's concerns at first contact. When required, refers to other VA resources to assist in the resolution process. Always resolves all Veteran issues in a timely and caring manner with emphasis on providing first contact resolution.
- Maintains National Pharmacy Technician Certification.
- Participates in continuous daily improvement and VISN CCC initiatives.
- Completes additional duties as assigned.
CUSTOMER SERVICE REQUIREMENTS: - Meets the needs of customers while supporting the VA mission.
- Demonstrates good customer relation skills when addressing patients, their families and fellow employees. Does not cause problems or antagonize others through rudeness or lack of diplomacy. Personal interactions are free of valid complaints.
- Performance must show the ability to adjust to changes in workflow and the ability to function as a team member, helping the group effort where possible.
- Responds to customer inquiries in a helpful and timely fashion. If not able to remedy a situation, the employee is able to direct the opportunity to the appropriate resource.
- Promotes harmonious relationships within the work environment, which supports the needs of the team and the customers.
Preferred Experience: 1 Year of Pharmacy Tech Experience, Call center/Clinical Contact Center experience, proficient at multi-tasking, utilizing medical electronic patient records, understanding of metrics that include abandonment rate and average speed of answer of calls . Top-notch customer service. Works well as a team member, proficient at troubleshoot patient concerns and judgement when to seek assistance with call.
Work Schedule: Full-Time, To be Determined with Service Line. May include some nights and weekends.
Compressed/Flexible:TDB with Service line
Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of existing pay, higher or unique qualifications, or special needs of the VA (Above Minimum Rate of the Grade).
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
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 for eligible children up to the monthly maximum of $416.66
. 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 Available
Virtual: This is not a virtual position.
Functional Statement #:54806F
Permanent Change of Station (PCS):Not authorized
Financial Disclosure Report: Not required
Starting at $51,598 Per Year (GS 6)