Lead Pharmacy Technician

Pharmacy Contact Center Lead Technician

The Pharmacy Contact Center Lead Technician in the CCC will provide and support clinical and pharmacoeconomic activities as assigned. Primary duties include but not limited to:

• Receives telephone calls from and responds to veterans, their family members and/or legal representatives 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 non-compliance and allergies/drug reactions. Transfers identified patients to a Pharmacist or supervisor, for further evaluation, if needed.
• Reviews patient medical record and medication profiles to identify situations of poly-pharmacy and/or abnormal laboratory 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 Pharmacy Service protocols when appropriate to satisfy patient medication requests. When appropriate, handles all refills, return-to-stock, and partial fill patient needs.
• Under the supervision of a pharmacist, provides supplemental information concerning operational issues or the need for therapy compliance.
• Professionally handles issues escalated from team members and follows guidelines to address the issue appropriately.
• Is prompt in answering and dealing with telephone calls, supports the goal of obtaining first call resolution.
• Maintains National Pharmacy Technician Certification.
• Leads the training of new staff.
• Provides training and encouragement for team members not meeting organizational goals.
• Participates in continuous daily improvement and VISN CCC initiatives.
• Completes additional duties as assigned.

Work Schedule: Monday - Friday, 8:00am to 4:30pm (hours may vary based on needs of the service and holiday coverage)

Telework: Available, candidate may be granted telework. For days not approved for telework, the candidate MUST be able to report to a facility location within the VISN 8 service area.

Virtual: This is not a virtual position.

Functional Statement #: 10056F

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

PCS Appraised Value Offer (AVO): Not Authorized