Summary Will serve as a Pharmacy Technician in the Veterans Integrated Service Network (VISN) Clinical Contact Center as part of an interdisciplinary healthcare team under the authority of the VISN Clinical Contact Center Pharmacy Chief, or designee, and is responsible for the technical management of all patient care assistance activities regarding pharmacy services in the Clinical Contact Center. The selected candidate will be assigned to a VISN 23 facility to be determined at time of selection. Responsibilities Major Duties: Works 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/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. 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. Consistently documents patient contact and resolution in VISN Clinical Contact Center software and/or the Electronic Health Record (EHR) in 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, or other contingency needs Stays abreast of and consistently follows regulations, policies, and directives to ensure safe medication and distribution 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 services are maintained. Maintains National Pharmacy Technician Certification. Participates in continuous daily improvement and VISN CCC initiatives. Completes additional duties as assigned. Work Schedule: Full Time (Tour of duty will be further discussed in the interview process) Telework: Ad-Hoc may be available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required **PLEASE NOTE, SALARY MAY BE HIGHER OR LOWER BASED OFF THE LOCATION OF THE SELECTEE.** This is NOT a remote position. Selectees must be assigned to and work in a facility within VISN 23. Requirements 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. 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). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications 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 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). English Language Proficiency: Pharmacy technicians appointed to direct patient care positions must be proficient in spoken and written English in accordance with chapter 2, section D, paragraph 5a, this part. Grandfathering Provision: Pharmacy technicians employed in VHA on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series and grade held, including positive education and licensure/certification/registration that are part of the basic requirements of the occupation. For employees who do not meet all the basic requirements in this standard but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Employees may be reassigned, promoted up to and including the full performance (journey) level or changed to lower grade within the occupation but may not be promoted beyond the journeyman level or placed in supervisory or managerial positions. Employees in an occupation that requires a licensure/certification/registration only at higher grade levels must meet the licensure/certification/registration requirement before they can be promoted to those higher grade levels. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard. Employees who are converted to title 38 hybrid status under this provision and subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation. Employees initially grandfathered into this occupation who subsequently obtain additional education and/or licensure/certification/registration that meet all the basic requirements of this qualification standard must maintain the required credentials as a condition of employment in the occupation. Grade Determinations (GS-7) Specialized Experience Requirement. One year of specialized experience at or equivalent to the next lower level, (GS-6). Examples of specialized experience includes but is not necessarily limited to; Applied knowledge of Federal and state laws related to pharmacy practice. Applied knowledge of preparation, storage and distribution of medication products including those requiring special handling and documentation Used pharmacy information systems or operated pharmacy dispensing equipment Applied knowledge of basic inventory procedures. Communicated with patients and staff and directed questions to appropriate personnel. AND Demonstrated Knowledge, Skills, and Abilities (KSAs) In Addition, the candidate must demonstrate the following KSAs: (a) Knowledge of pharmacy technician principles, practices, concepts and theories providing for sound independent work. (b) Knowledge of the computerized prescription process and input of prescriptions and medication orders or electronic equivalent. (c) Ability to resolve pharmacy/medication issues with other members of the healthcare team, Veterans and external customers. (d) Ability to train developmental pharmacy technicians and students. (e) Ability to dispense medication or sterile products following all regulations, policies and procedures to ensure safe medication distribution. (f) Ability to troubleshoot automated dispensing equipment (ADE) or technology platforms/databases. References: VA HANDBOOK 5005/15 PART II APPENDIX G28 The full performance level of this vacancy is GS-7. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. 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.