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Contact Representative - Pharmacy Services

Department of Veterans Affairs
Veterans Health Administration
Veterans Health Administration
This job announcement has closed

Summary

The primary purpose of these positions, located within Pharmacy Services, is to resolve issues and concerns of Veterans, Veteran family members and/or legal representatives, the public, and VA employees concerning pharmacy support activities and administrative processes related to pharmacy services provided to our nation's Veterans.

There are two ONSITE duty locations:

  • Topeka, Kansas
  • Waco, Texas

Overview

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Reviewing applications
Open & closing dates
07/07/2025 to 07/11/2025
Salary
$40,332 to - $53,282 per year

Actual salary will be determined based on duty location of the selectee.

Pay scale & grade
GS 5
Locations
23 vacancies in the following locations:
Topeka, KS
Waco, TX
Remote job
No
Telework eligible
No
Travel Required
Not required
Relocation expenses reimbursed
No
Appointment type
Permanent
Work schedule
Full-time
Service
Competitive
Promotion potential
6
Job family (Series)
Supervisory status
No
Security clearance
Not Required
Drug test
No
Position sensitivity and risk
Non-sensitive (NS)/Low Risk
Trust determination process
Announcement number
CARZ-12759353-25-DLL
Control number
840173300

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Duties

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***THESE ARE NOT VIRTUAL POSITIONS, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION***

These positions involve a multi-grade career ladder. The major duties listed below represent the full performance level of GS-06. At the GS-05 grade level, you will perform assignments of a more limited scope and with less independence. You will progressively acquire the background necessary to perform at the full performance level of GS-06. Promotion is at the discretion of the supervisor and is contingent upon satisfactory performance, availability of higher-level work, and availability of funds.

The major duties include but are not limited to:

  • Receive and respond to telephone calls pertaining to routine and non-routine pharmacy/prescription related issues and inquiries;
  • Perform necessary verification procedures to ensure valuable patient information remains secure;
  • Obtain customer information for such requirements as eligibility verification and benefit-related issue resolution;
  • Provide comprehensive explanation of Pharmacy process and benefits;
  • Access multiple databases to review records, identify status of pending medication actions and potential delays and acquire additional patient and/or medication information as needed to resolve patient problems/inquiries;
  • Explain various Pharmacy functions;
  • Process medication refills;
  • Process view alerts to request renewals of medications that are expired or out of refills, track status of prescriptions, educate Veterans on obtaining refills, provide appointment information and discuss or send out correspondence;
  • Provide Consolidated Mail Outpatient Pharmacy (CMOP) and facility medication tracking information;
  • Prepare well-defined case notes which documents when actions are taken;
  • Serve as back up to other call center program areas as qualified and needed
Work Schedule: This call center operates 24/7/365 and your shift will be anytime between Sunday through Saturday, including
nights, weekends, and holidays. Hours are TBD.


Recruitment & Relocation Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Approved

Requirements

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Conditions of employment

  • You must be a U.S. Citizen to apply for this job
  • Selective Service Registration is required for males born after 12/31/1959
  • 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.
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

Qualifications

To qualify for this position at the GS-5 level, you must meet one of the following:

SPECIALIZED EXPERIENCE: Applicants must possess at least one (1) year of specialized experience that equipped them with the particular knowledge, skills, and abilities to perform successfully the duties of this position, and that is typically in or related to the work of this position. To be creditable, this experience must have been equivalent to at least the GS-4 level in the Federal service. Specialized experience includes: receiving and responding to telephone calls/inquiries; interacting with callers to determine the primary purpose of calls; researching and resolving caller inquiries; responding to questions regarding benefits; and utilizing various automated systems/databases.
OR
SUBSTITUTION OF EDUCATION FOR EXPERIENCE (Transcript Required): Successful completion of (4) years of education above the high school level. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university for which high school graduation or the equivalent is the normal prerequisite. One year of full-time undergraduate study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university or at least 20 hours of classroom instruction per week for approximately 36 weeks in a business, secretarial or technical school.
OR
COMBINING EDUCATION AND EXPERIENCE (Transcript Required): Combination of successfully completed post high school education and experience may be used to meet total qualification requirements.

You will be rated on the following Competencies as part of the assessment questionnaire for this position:

  • Communication
  • Computer Skills
  • Critical Thinking
  • Technical Competence


IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such 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; religious; 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.

Physical Requirements: The work is sedentary with no special physical demands. The employee is often required to talk for long periods of time.

For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

NOTE: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: Recognition of Foreign Qualifications | International Affairs Office (ed.gov).

Additional information

This job opportunity announcement may be used to fill additional vacancies.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

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 WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s).

Your responses to the assessment questionnaire will be reviewed along with the information provided in your resume and supporting documentation to determine if you are qualified for the position. If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and or experience, your rating may be lowered and/or you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your eligibility.

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.

Candidates who apply under All U.S. Citizens announcements will be rated and ranked using Category Rating procedures. Qualified candidates will be assigned to a quality category. The categories are defined as follows:

  • Best qualified - applicants possessing experience that substantially exceeds the minimum qualifications of the position including all selective factors, and who are highly proficient in all requirements of the job and can perform effectively in the position;
  • Highly qualified - applicants possessing experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the requirements of the job;
  • Well qualified - applicants possessing experience that meets the minimum qualifications of the position including all selective factors, and who are proficient in some, but not all, of the requirements of the job; and
  • Qualified - applicants possessing experience and/or education that meets the minimum qualifications of the position including all selective factors.
Application of Veterans' Preference: Category rating and selection procedures place those with veteran's preference above non-preference eligibles within each category. Preference eligible applicants that meet the eligibility and qualification requirements and who have a compensable service-connected disability of at least 10 percent are listed in the highest quality category (except when the position being filled is scientific or professional at the GS-09 grade level or higher).

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.

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