Department of Veterans Affairs
The incumbent is a certified pharmacy technician who is efficient, motivated, focuses on customer satisfaction and, who, under the authority of the VISN Clinical Contact Center Pharmacy Director, or designee, is responsible for the technical management of all patient care assistance activities regarding pharmacy services in the Clinical Contact Center.
- Announcement will close once 100 applicants is reached Major duties include, but are not limited to: Medication Management: Works collaboratively with VISN programs, services, and interdisciplinary team members to provide access to care and meet the need 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, allergies, and drug interactions. Seeks assistance with identified individuals from a Clinical Pharmacist or supervisor for further evaluation, if needed. Processes and submits patient requests for new prescription orders and renewal requests, including controlled substances, into the computer accurately, thoroughly, and in a timely manner. Uses approved VISN Clinical Contact Center Pharmacy 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) 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 medication variances. Assists in training for 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. Performs all duties of lower graded technicians, if required. General Duties: 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 serviced are maintained. Participates in continuous daily improvement and VISN VA Health Connect initiatives. Maintains National Pharmacy Technician Certification. Completes additional duties as assigned. Work Schedule: To be determined. Work schedule will be discussed during interview. Functional Statement #: 99329-S Remote: This position is authorized to work remotely. However, this authorization is contingent on yearly approval from the Secretary of the VA. If approval is denied, the candidate will be required to work from a VA owned or leased space. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
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