Contact Representative

This position is located in Pharmacy Services, Pharmacy Customer Care (PCC) Call Center. The primary purpose of the position 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.

The Contact Representative receives telephone calls from veterans, their family members and/or legal representatives concerning routine and non-routine pharmacy/prescription-related issues and inquiries. The Contact Representative performs necessary verification procedures to ensure valuable patient information remains secure and to obtain customer information for such requirements as eligibility verification and benefit-related issue resolutions. Major duties include, but are not limited to: Receive telephone calls from and respond to veterans, their family members and/or legal representatives concerning routine and non-routine pharmacy/prescription-related issues and inquiries. Provide comprehensive explanation of Pharmacy Customer Care processes and benefits that the PCC provides. Processes medication refills. Processes view alerts to request renewals of medications that are expired or out of refills. Tracking status of prescriptions. Educating veterans on obtaining refills. Processing medication refill requests. Providing appointment information. Discussing or sending out correspondence. Perform research and referrals for customers issues/inquires. Prepare case documentation based on caller's inquires Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Full time, 40 hours per week/8 hours per shift. This is a 24-hour, 7-day per week call center, to include days, nights, evenings, weekends, and holidays. Tour of duty based on organizational needs and determined by seniority, most new employees will work evening, night, and weekend hours. Official tour of duty will be selected based on business needs and will start after training is completed. Position Description/PD#: Contact Representative/PD06844A and PD06845A Financial Disclosure Report: Not required Remote: This position is not authorized for Remote work. Telework: This position may be authorized for Telework. Telework eligibility will be discussed during the interview process. Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position. Definition of Virtual Work: Employee works outside of original hiring duty station at VA-owned or leased space. Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place. Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not required.

You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not required. 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 identification 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) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.