Pharmacy Technician

Certified Pharmacy Technician

A Certified Pharmacy Technician is efficient, motivated, focuses on customer satisfaction and, under the authority of the VISN Clinical Contact Center Pharmacy Director, or designee, is responsible for the technical management of all patient care activities regarding pharmacy services in the Clinical Contact Center. The incumbent is responsible to the VISN Clinical Contact Center Pharmacy Supervisory staff for ensuring that the daily work assignments in this area are completed in a timely, efficient and customer-oriented manner. The incumbent is expected to strive to achieve First Contact Resolution (Fc) when possible. The incumbent is expected to maintain a high degree of accurate productivity and performance while being extremely sensitive to the specific contribution to total patient care. As required and assigned, the incumbent is expected to accomplish all duties normally performed by general VISN Clinical Contact Center pharmacy technicians at the lower grade level. Specialized duties, addition to the generalized duties include, but are not limited to the following:

• Works collaboratively with VISN programs, services, and interdisciplinary team members to provide access to care and meet the need of Veterans, their family members and/or legal representatives via various available contact modalities to include, but not limited to, telephone calls, VA Health cat messages, and secure messages, regarding a broad range of topics including medication refills and renewals, basic billing inquiries, and procedural pharmacy activities.
• Routinely reviews computer medication profiles for therapeutic duplication, prescription non-compliance, allergies, and drug interactions. Seeking assistance with identified individuals from a Clinical Pharmacist or supervisor for further evaluation, if needed.
• Processes and submits patient requests for new prescription orders and renewal requests, including controlled substances, into the computer accurately, thoroughly, and in a timely manner. Use approved VISN Clinical Contact Center Pharmacy protocols when appropriate to satisfy patient medication requests.
• Consistently documents patient contact and resolution in VISN Clinical Contact Center software and/or the Electronic Health Record (HER) to include, but 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.
• Assists in training for lower graded technicians and technician students.
• Assists in the completion of workload for other VISN Clinical Contact Center Pharmacy Services in the event of natural disasters, low staffing, or other contingency needs.
• Performs all duties of lower graded technicians, as required.
• 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.
• Seeking assistance from designated Lead Technician, pharmacist or supervisor when responding to unusual questions or when reasonable attempts to satisfy a caller have been unsuccessful.
• Follows applicable regulations and instructions regarding access to computerized files. Ensures Electronic Health Record (EHR) access to all sites serviced are maintained.
• Participates in continuous daily improvement and VISN VA Health Connect initiatives.
• Maintains National Pharmacy Technician Certification, PTCB or ExCPT.
• Completes additional duties as assigned.

Work Schedule: There are three work schedules; they are: (1) Monday - Friday, 1:00pm - 9:30p EST with rotating weekends (every other) and holidays; (2) Monday - Friday, 2:00pm - 10:30p EST with rotating weekends (every other) and holiday; and (3) Monday - Friday, 3:00pm - 11:30p EST with rotating weekends (every other) and holidays. 25% or less - You may be expected to travel for this position.

Remote: You will work from the location listed above. This position is designated as remote. Remote work is defined as full-time employment conducted outside of a VA facility or in VA-leased spaces. The option for remote work will be assessed continuously, and the selected individual may need to return to a VA office if required. The selectee must live within 50 miles of a VA Medical Center.

Functional Statement #: 91483-A