The Pharmacy Tech position(s) are located within the Pharmacy Contact Center (PCC) which is part of the VISN 8 Clinical Contact Center (CCC). The VISN 8 CCC provide a regional, modern, reliable service that improves access to America's heroes. This is an open continuous announcement. Applications will be accepted on an ongoing basis and qualified candidates will be considered as vacancies become available. Applications will remain on file until December 29, 2023. Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: Citizenship. Citizen of the United States. (Noncitizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA policy.) 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 of VA Handbook 5005. Education or Experience. A high school diploma or equivalent; or at least 3 months experience. Certification. Certification by the National Pharmacy Technician Certification Board (PTCB) is required at grades GS-6 and above. Grandfathering Provision. All persons employed in VHA in this occupation 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 required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees in an occupation that does not require a licensure/certification/registration, may be reassigned, promoted, or demoted within the occupation. Such employees in an occupation that requires a licensure/certification/registration, may be reassigned, promoted up to and including the full performance (journey) level, or demoted within the occupation, but may not be promoted beyond the journey level or placed in supervisory or managerial positions. Such 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 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. If an employee who was retained in an occupation listed in 38 U.S.C. § 7401(3) under this provision leaves that occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. GRADE REQUIREMENTS: Definitions Creditable Experience. To be creditable, the experience must have required the use of knowledge, skills, abilities, and other characteristics associated with the scope of pharmacy technician practice. Quality of Experience. To be creditable, pharmacy technician experience must be documented on the application and verified in an employment reference, or through other independent means. Part-time Experience. Part-time experience as a pharmacy technician is credited according to its relationship to the full-time workweek. For example, a pharmacy technician would receive 1 week of full time credit for each 2 weeks of half-time work. Pharmacy Technician - GS-6 Experience. One year experience at the next lower level (GS-5), and must fully meet the KSAs at the next lower level which are: Ability to operate and care for automated dispensing devices and equipment; Knowledge of, and ability to perform, aseptic technique; Knowledge of basic inventory procedures; Knowledge of pharmacy information systems. Preferred Experience. Experience in a pharmacy call center is preferred In addition, the candidate must demonstrate the following technical Knowledge, Skills and Abilities (KSAs): Demonstrated Knowledge, Skills, and Abilities 1. Ability to solve problems and make recommendations, e.g., troubleshoot operational problems and refer for appropriate action. 2. Knowledge of the operation and care of automated equipment. 3. Knowledge of, and ability to follow, written instructions for compounding with aseptic technique for hazardous materials such as oncology agents. 4. Knowledge, and ability to perform, compounding with aseptic technique for routine sterile products. 5. Knowledge of policies and procedures for inventory management in specialized areas such as emergency carts. 6. Knowledge of the computerized prescription process demonstrated by the ability to input prescriptions and medication orders. Certification. PTCB certification is required at this grade level and above. Physical Requirements. See VA Directive and Handbook 5019. Work is primarily sedentary, but may involve prolonged standing and/or walking. Work may involve lifting of weights up to 40 pounds. Incumbent will be subject to bending and stooping. Transportation of goods from pharmacy to pharmacy may be required. The full performance level of this vacancy is GS-6. References: VA Handbook 5005-15, Part II, Appendix G28. PHARMACY TECHNICIAN QUALIFICATION STANDARD. ["The incumbent is a highly specialized, efficient, motivated and customer-friendly technician, who, under the authority of the Chief, Pharmacy Service, is responsible for the technical management of all patient care assistance activities regarding the Pharmacy Contact Center (PCC). The incumbent is responsible to the Pharmacy Contact Center Supervisory staff for ensuring that the daily work assignments in this area are completed in a timely, efficient, and customer-oriented manner. The incumbent also performs all processes and procedures involved with all program areas of the Pharmacy Service as requested. The incumbent is expected to achieve First Contact Resolution (FCR) when possible and strives for a 95% FCR rate for all Veterans who contact the PCC. First contact resolution (FCR) is defined as successfully addressing the Veteran's reason for contact (clinical and/or administrative) during the initial communication with the Clinical Contact Center. First contact resolution aims to connect Veterans with the services they desire in a seamless process that timely addresses the issue. The incumbent is expected to maintain a high degree of accurate productivity and performance while being extremely sensitive to the specific contribution to total patient care. As required and assigned, the incumbent is expected to accomplish all duties, as required, normally performed by general pharmacy technicians. Specialized duties, in addition to the generalized duties, include, but are not limited to the following: Receives telephone calls from Veterans through the automated call distribution system. Answers Veteran inquiries related to process questions. Follows-through to provider on CPRS as appropriate. Refers clinical and other judgmental questions to the PCC supervising pharmacist as necessary. Documents all Veteran interactions using progress notes and other reports as needed. Uses the highest level of customer service at all times to provide patient education via telephone on the medication refill process, the use of the automated telephone system, the use of the internet refill system and general information on outpatient pharmacies such as hours of operation and types of pharmacy services available on site. Follows-through on all prescription problems by phone or CPRS progress note to the provider to avoid Veterans being out of medications. Participates in telephone notification of class 1 medication recalls as necessary. Guides Veterans on how to return medicine to the pharmacy if needed and how to obtain replacement medications. Actively and diligently treats all Veteran contacts with respect and the uptmost 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). Assists telephone care program manager with compilation of data for workload statistics and to detect problems with the automated refill and internet refill system. Assists with other administrative tasks or reports as assigned by the PCC supervisor or Chief of Pharmacy. Work Schedule: From 5:00 am to 12am, rotating shifts (7 days/week). Duty hours are flexible and variable, other tours will vary according to rotation assignment. Includes to work on weekends and holidays. Telework: Available Note: This position may qualify for Telework according to agency policy and may be available after successfully achieving the full performance level in the new position under the Clinical Contact Center. Telework is not guaranteed and may be full-time as determined by leadership. Selectees will physically report to a home base medical center to do onsite facility orientation, trainings, and meetings. Telework may be granted after training is complete. Virtual: This is not a virtual position. Functional Statement #: 10048F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): 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.