This position functions primarily in the VISN 3 Virtual Pharmacy Call Center, located on the campus of the Northport Veterans Administration Medical Center. The call Center provides virtual services to all VISN 3 Outpatient Pharmacy departments within VISN 3 during normal business hours. The incumbent is responsible for a full range of pharmacy technician and customer service duties related to assisting veterans served by any of the VISN 3 Veterans Administration Medical Centers. Assignments involve the provision of telephone assistance to patients and/or their representatives, and hospital staff, including triaging veteran issues requiring local pharmacy resolution. The work product directly affects the timeliness, quality and effectiveness of local outpatient pharmacy services through the VISN. Candidates must demonstrate strong verbal communication skills. Must be able to articulate information in a clear and concise manner. Strong command of the English language. Must demonstrate empathy with callers. Must demonstrate ability to defuse potential customer conflict utilizing the appropriate tone, support, questions and or counsel.
SCOPE OF ASSIGNED DUTIES
Duties may include, but are not limited to, the following:
**Answer telephone calls received in the VISN Call Center, triaging calls to decide when professional intervention from the Clinical Pharmacist is necessary, and answering all other calls as appropriate providing assistance to the customer to the fullest extent possible.
**Assess nature of telephone calls in customer service area to relay potential problems and/or trends to supervisor for Quality Improvement purposes, continuously seeking to improve processes.
**Operate and maintain complicated computer, telephone, facsimile, and photocopy equipment.
**Accurately interpret information derived from VISTA and/or CPRS to answer patient queries about the status of a prescription.
**Answer questions from Pharmacy and non-Pharmacy personnel regarding drug distribution. Identifies potential problems and assists with the resolution of these problems, alerting the Clinical Pharmacist to the need for clinical intervention when necessary.
**Participate in total quality improvement activities by assisting with the collection of data used for the purpose of improving quality of customer service provided.
**Assist in all aspects of operations of the VISN 3 Call Center, as assigned and/or as time permits, to maintain the consistency of overall Customer Service applications.