Lead Pharmacy Technician - Clinical Contact Center (CCC)

Lead Pharmacy Technicians in the Veterans Integrated Service Network (VISN) - Clinical Contact Center are part of the an interdisciplinary healthcare team. The incumbent will provide encouragements, guidance, and expertise to team members as well as monitor progress and compliance with Clinical Contact Center(CCC) rules and regulations. Ensures pharmacy technicians are trained and proficient at servicing Veterans from all VA Medical Centers within the VISN catchment area.

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: Monday to Friday, Rotational Shift Schedule Range 6:00am to 9:00pm (PST) including nights, weekends, and Holidays Telework: Eligible. However, this position is remote eligible and is currently exempted from return to office (RTO) requirements. Remote exempted positions are reviewed annually and DOES NOT imply permanent remote work status. This position may be required to report to an office within the HSA 5.3 catchment area. Selected VHA employee must be located (or willing to relocate at your own expense) within 50-mile radius of a VA Facility within the HSA 5.3 (Legacy VISN 22) catchment area: Albuquerque, NM; Greater Los Angeles, CA; Loma Linda, CA; Long Beach, CA; Phoenix, AZ; Prescott, AZ; San Diego, CA; Tucson, AZ Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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. 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. 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). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 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 trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.