NOTE: This is a VIRTUAL position. The incumbent serves as a Pharmacy Technician in a VISN 2 Clinical Contact Center (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 pharmacy activities and functions shall be completed in accordance with approved pharmacy protocols. Works collaboratively with VISN 2 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, status of medication orders, tracking of medication orders, basic billing inquiries, and procedural pharmacy activities. Routinely reviews computer medication profiles for therapeutic duplication, prescription non- compliance and allergies/drug reactions. Transfers identified patients to a Pharmacist or supervisor, for further evaluation, if needed. Addresses 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 when appropriate to satisfy patient medication requests. Consistently documents patient contact and call resolution in VISN 2 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. Completes additional duties as assigned. Work Schedule: Full time; Various tours of duty between 6:00am - 11:00pm; nights/weekends/holidays may be required as needed. This is a VIRTUAL position. 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.