The incumbent will serve as a Pharmacy Technician in a VISN Clinical Contact (CCC) as part of an interdisciplinary healthcare team. The Pharmacy Contact Center Technician will provide and support administrative and clinical activities as assigned. All assigned clinical activities and functions shall be completed in accordance with approved pharmacy protocols and standards of practice. 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. Routinely reviews computer medication profiles for therapeutic duplication, prescription noncompliance and allergies/drug reactions. Transfers identified patients to a Pharmacist or supervisor, for further evaluation, if needed. 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 and standards of practice when appropriate to satisfy patient medication requests. Consistently documents patient contact and call resolution in VISN CCC software (and the electronic healthcare record as applicable) to include but is 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. 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. 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 Maintains National Pharmacy Technician Certification. Participates in continuous daily improvement and VISN CCC initiatives. Assist in handling patient safety initiatives, first fill prescription contract, cost avoidance programs, and other initiatives as determined by the VISN 4 Pharmacy Executive or VISN CCC leadership. Completes additional duties as assigned. Work Schedule: Weekend, evening, and swing shifts (3p-11p weekdays, 7a-3:30p weekends & 3p-11p weekend/holiday and SWING SHIFTS of 6a-2:30p and 11a-7:30p) Telework: Available Virtual: This is not a virtual position. Position Title/Functional Statement #:Pharmacy Technician/PD000000 Relocation/Recruitment Incentives: 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.