Clarification from the agency

This is a fully remote position. This announcement is open to current permanent employees of the Veterans Health Administration.

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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. 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 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.
• 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: 7 Days a week rotating 6am to 9pm(PST) including nights, holidays and weekends.
Remote: This is a fully remote position.
Functional Statement #: 99330-S
Relocation/Recruitment Incentives: Not Authorized

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Education or Experience:
  • None required.
  • For all grade levels and positions that accept both education and experience to qualify, equivalent combinations of qualifying education and experience that total at least 100% are qualifying. The combined percentage is determined by adding total qualifying experience as a percentage of the experience required for the grade level to the education as a percentage of the education required for the grade level.
• 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).

May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Grade Determinations:

Lead Pharmacy Technicians, GS-08

Experience: Candidates must possess one year of experience equivalent to the next lower grade level and demonstrate the KSAs below.

Certification: For positions above the full performance level, the employee must pass a national certification exam and hold an active national certification through either:

• PTCB as a CPhT.
• NHA as a ExCPT.

Knowledge, Skills and Abilities (KSAs): In addition to the experience above, the candidate must demonstrate the following KSAs for all GS-08 assignments and meet any additional KSAs for the assignment, if indicated:

• 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.) Note: See Specialized Area.in the Definitions Section
• Skill in training and orienting new and existing pharmacy facility employees and students on proper policies and procedures.
• Ability to evaluate, analyze and coordinate workflow and work activities within a specialized area or section of the pharmacy.

Lead Pharmacy Technician Assignments: . 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; adjust work assignments due to absences, emergencies or changes in priorities; resolve simple informal complaints of employees and patients, refer more difficult problems to the supervisor; or recommend approval and/or disapproval of leave requests

Preferred Experience: 2+ years of leadership/team lead experience.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Physical Requirements: Work is primarily of a sedentary nature however it may involve prolonged standing and/or walking.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.