Pharmacy Technician - Clinical Contact Center (CCC)

Job Title

Pharmacy Technician

Duties

Major duties include but are not limited to the following:

• Work collaboratively with VISN programs, services, and interdisciplinary 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, allergies, and drug interactions. Seeks 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. Uses 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 Electronic Health Records (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 medication variances.
• Assists in training 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, and other contingency needs.
• Performs all duties of lower graded technicians, if 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.
• 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.
• 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.
• Completes additional duties as assigned.

Work Schedule: Monday to Friday, Rotational Shift Schedule Range 6:00am to 9:00pm (PST) including nights, weekends, and Holidays

Telework: 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 5.3.3 catchment area:

Albuquerque, NM; Greater Los Angeles, CA; Loma Linda, CA; Long Beach, CA; Phoenix, AZ; Prescott, AZ; San Diego, CA; Tucson, AZ

Virtual: This is not a virtual position.

Functional Statement #: 000000

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

US Department of Veterans Affairs