Pharmacy Technician Lead (Clinical Contact Center)
Veterans Affairs, Veterans Health Administration
Location: Vancouver, Washington
Internal Number: 613583700
The incumbent serves as a Pharmacy Lead Technician in a VISN Clinical Contact Center (CCC) as part of an interdisciplinary healthcare team. The Pharmacy Lead Technician in the CCC functions independently under the supervision of the Pharmacy Contact Center Technician Supervisor. The Pharmacy Contact Center Lead Technician in the CCC will provide and support administrative and clinical activities as assigned. The Pharmacy Contact Center Lead Technician in the CCC will provide support to the Pharmacy Contact Center Technician Supervisor in the CCC by leading a team of Pharmacy Contact Center Technicians in the day-to-day operations. The Pharmacy Contact Center Lead Technician in the CCC will provide encouragement, guidance and expertise to team members and will monitor progress as well as compliance with VISN CCC rules and regulations. All assigned activities and functions shall be completed in accordance with approved pharmacy protocols and under the supervision of the Pharmacy Contact Center Technician Supervisor in the CCC. FUNCTIONS: a. 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. b. 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. c. 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. d. Professionally handles issues escalated from team members and follows guidelines to address the issue appropriately. e. 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 f. Maintains National Pharmacy Technician Certification. g. Leads the training of new staff. h. Provides training and encouragement for team members not meeting organizational goals. i. The incumbent proactively monitors call volume and clinical care staff performance through ACD metrics to identify personnel that may require further development and to determine where resources are needed. j. Participates in continuous daily improvement and VISN CCC initiatives. k. Completes additional duties as assigned Work Schedule: Monday through Friday, 0800 to 1630 Compressed/Flexible: Not Available Telework: Available Virtual: Available to Highly Qualified Candidates Position Title/Functional Statement #:Pharmacy Technician Lead (Clinical Contact Center)/PD000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Financial Disclosure Report: Not Required
Providing Health Care for Veterans: The Veterans Health Administration is America’s largest integrated health care system, providing care at 1,255 health care facilities, including 170 medical centers and 1,074 outpatient sites of care of varying complexity (VHA outpatient clinics), serving 9 million enrolled Veterans each year.