Lead Pharmacy Technician - Clinical Contact Center (CCC)

Job TitlePharmacy TechnicianDutiesMajor 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. Transfers identified patients to Pharmacist or Supervisor for further evaluation, if needed.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. Assists in the documentation of the medication variances.Under the supervision of a Pharmacist, provides supplemental information concerning operational issues or the need for therapy compliance.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.Resolves simple and informal problems and complaints regarding VISN Clinical Contact Center Pharmacy Services, technology problems, and systems when production is compromised. Refers more difficult problems to the supervisor.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. 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 (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.Performs other duties as assigned.Work Schedule: Monday to Friday, Rotational Shift Schedule Range 6:00am to 9:00pm (PST) including nights, weekends, and HolidaysTelework: Eligible. 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.Albuquerque, NM; Greater Los Angeles, CA; Loma Linda, CA; Long Beach, CA; Phoenix, AZ; Prescott, AZ; San Diego, CA; Tucson, AZVirtual: This is not a virtual position.Functional Statement #: 000000Relocation/Recruitment Incentives: Not AuthorizedPermanent Change of Station (PCS): Not Authorized