Lead Pharmacy Technician - Clinical Contact Center (CCC)

Lead Pharmacy Technicians in the Veterans Integrated Service Network (VISN) - Clinical Contact Center are part of the an interdisciplinary healthcare team. The incumbent will provide encouragements - guidance - and expertise to team members as well as monitor progress and compliance with Clinical Contact Center(CCC) rules and regulations. Ensures pharmacy technicians are trained and proficient at servicing Veterans from all VA Medical Centers within the VISN catchment area. United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy ~ Certification: For positions above the full performance level - the employee must pass a national certification exam and hold an active national certification through either Pharmacy Technician Certification Board (PTCB) - Certified Pharmacy Technician (CPhT) ~ National Healthcareer Association (NHA) - Certified Pharmacy Technician (ExCPT) ~ Pharmacy technicians employed in VHA on the effective date of this qualification standard are considered to have met all qualification requirements for the title - series and grade held - including positive education and licensure/certification/registration that are part of the basic requirements of the occupation ~ 1) Employees may be reassigned - promoted up to and including the full performance (journey) level or changed to lower grade within the occupation but may not be promoted beyond the journeyman level or placed in supervisory or managerial positions.(2) Employees in an occupation that requires a licensure/certification/ registration only at higher grade levels must meet the licensure/ certification/registration requirement before they can be promoted to those higher grade levels.(3) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard.(5) Employees initially grandfathered into this occupation who subsequently obtain additional education and/or licensure/certification/registration that meet all the basic requirements of this qualification standard must maintain the required credentials as a condition of employment in the occupation ~ Certification: For positions above the full performance level - the employee must pass a national certification exam and hold an active national certification through either: a) Comprehensive knowledge of concepts - principles - methodology and policies in a specialized area or section of pharmacy (such as sterile compounding - controlled substances - automation - clinical pharmacy - contact center - etc.) b) Skill in training and orienting new and existing pharmacy facility employees and students on proper policies and procedures ~(c) Ability to evaluate - analyze and coordinate workflow and work activities within a specialized area or section of the pharmacy ~ For all assignments above the full performance level - the higher-level duties must consist of significant scope - complexity and range of variety and be performed by the incumbent at least 25% of the time ~ Lead pharmacy technicians perform duties independently - which consist of significant scope and complexity and will assist with technician oversight ~ Lead pharmacy technicians lead three GS-07 or more pharmacy technicians/employees/staff members - provide direction for daily operations and assume responsibility for integrating and monitoring standard pharmacy policies to maintain continuous workflow and quality within the service ~ Lead pharmacy technicians must do a combination of at least three of the following duties: prepare work schedules and assign tasks to ensure timely completion of duties ~ ensure pharmacy resources are in optimal working condition and address workflow needs ~ provide guidance and support of the work unit in supervisory absence ~ train personnel (including students) in methods - procedures and use of equipment and instruments specific to the assigned area ~ provide input to supervisor on performance and training needs of employees ~ resolve simple informal complaints of employees and patients - refer more difficult problems to the supervisor ~ Preferred Experience: Two (2) years of team lead/management experience Reference: For more information on this qualification standard - please visit ~ The full performance level of this vacancy is GS-08 ~ Major Duties: Work 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 and renewals - basic billing inquiries - and procedural pharmacy activities Routinely reviews computer medication profiles for therapeutic duplication - prescription non-compliance and allergies/drug interactions Reviews patient's medical record and medication profiles to identify situations for polypharmacy and/or abnormal lab findings Reports identified patients to a Pharmacist 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 VISN Clinical Contact Center software and/or the Electronic Health Record(EHR) to include - but not limited to - what was requested - what action was taken - and any other information which may be pertinent during future research Under the supervision of a Pharmacist - provides supplemental information concerning operational issues or the need for therapy compliance Assists int the completion of workload for other VISN Clinical Contact Center Pharmacy Services in the event of natural disasters - low staffing - or other contingency needs Resolves simple and informal problems and complaints regarding VISN Clinical Contact Center Pharmacy Services - technology problems - and systems when production is compromised Ensures pharmacy resources are in optimal working condition - addresses workflow needs - and alerts the appropriate Pharmacy supervisor of any necessary changes -as appropriate Actively and diligently treats all Veterans with respect and utmost dignity Seeks to solve Veteran's concerns at first contact Always resolves all Veteran issues in a timely and caring manner with emphasis on providing First Contact Resolution(FCR) Maintains National Pharmacy Technician Certification - Pharmacy Technician Certification Board (PTCB) or Exam for the certification of Pharmacy Technicians(EXCPT) Assists in developing training guidance - provides training and orients VISN Clinical Contact Center Pharmacy Technicians Reports to appropriate VISN Clinical Contact Center Pharmacy Supervisor on team and individual work accomplishments - progress - and/or problems in mastering tasks and work processes - and individual team training needs Discusses team assignments - projects - and/or program issues under review - and deadlines and time frames from completion Proactively monitors call volume and VISN Clinical Contact Center Pharmacy Technician performance through Automatic Call Distribution(ACD) metrics to identify personnel that may require further development and to determine where resources are needed Work Schedule: Monday to Friday - Rotational Shift Schedule Range 6:00am to 9:00pm (PST) including nights - weekends - and Holidays Telework: However - this position is remote eligible and is currently exempted from return to office (RTO) requirements Remote exempted positions are reviewed annually and DOES NOT imply permanent remote work status This position may be required to report to an office within the HSA 5.3 catchment area Selected VHA employee must be located (or willing to relocate at your own expense) within 50-mile radius of a VA Facility within the HSA 5.3 (Legacy VISN 22) catchment area: Tucson - AZ Virtual: This is not a virtual position Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized #