Duties
FUNCTIONS:
- 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 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.
- Seeking 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.
- Participate in continuous daily improvement and VISN CCC initiatives.
- Completes additional duties as assigned.
CUSTOMER SERVICE REQUIREMENTS:
- Meets the needs of customers while supporting the VA mission.
- Demonstrates good customer relation skills when addressing patients, their families and fellow employees. Does not cause problems or antagonize others through rudeness or lack of diplomacy. Personal interactions are free of valid complaints.
- Performance must show the ability to adjust to changes in workflow and the ability to function as a team member, helping the group effort where possible.
- Responds to customer inquiries in a helpful and timely fashion. If not able to remedy a situation, the employee is able to direct the opportunity to the appropriate resource.
- Promotes harmonious relationships within the work environment, which supports the needs of the team and the customers.
Preferred Experience: 1 Year of Pharmacy Tech Experience, Call center/Clinical Contact Center experience, proficient at multi-tasking, utilizing medical electronic patient records, understanding of metrics that include abandonment rate and average speed of answer of calls. Top-notch customer service. Works well as a team member, proficient at troubleshoot patient concerns and judgement when seeking assistance with call.
Work Schedule: Full-Time, to be Determined with Service Line. May include some nights and weekends.
Compressed/Flexible:TDB with Service line
Pay: Competitive salary and regular salary increase. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of existing pay, higher or unique qualifications, or special needs of the VA (Above Minimum Rate of the Grade).
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66
.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA.
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 54806F
Permanent Change of Station (PCS): Not authorized
Financial Disclosure Report: Not required
Total Rewards of a Allied Health Professional
Requirements
Conditions of Employment
- 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.
- You may be required to serve a probationary period.
- Subject to background/security investigation.
- Selected applicants will be required to complete an online onboarding process.
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- Health Care Personnel (HCP) - See "Additional Information" below for details.
Qualifications
Basic Requirements:
- United States Citizenship: Non-citizens may only 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
- Certification. Certification by the National Pharmacy Technician Certification Board (PTCB) is required at grades GS-6 and above.
Grade Determination (GS-6):Experience. One year experience at the next lower level (GS-5), and must fully meet the knowledge, skills, and abilities (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.
Knowledge, Skills, and Abilities. In addition to the experience/KSAs above, the candidate must demonstrate the following technical KSAs:
- Ability to solve problems and make recommendations, e.g., troubleshoot operational problems and refer for appropriate action.
- Knowledge of the operation and care of automated equipment.
- Knowledge of, and ability to follow, written instructions for compounding with aseptic technique for hazardous materials such as oncology agents.
- Knowledge, and ability to perform, compounding with aseptic technique for routine sterile products.
- Knowledge of policies and procedures for inventory management in specialized areas such as emergency carts.
- Knowledge of the computerized prescription process demonstrated by the ability to input prescriptions and medication orders.
NOTE: Your description of your work experience in your resume/CV must adequately demonstrate all required knowledge, skills, and abilities in order for you to be found qualified and referred for consideration. References: VA Handbook 5005/15, Part II, Appendix G28 - Pharmacy Technician Qualification Standard.
Physical Requirements: The position requires frequent walking and standing; repeated bending; moderate lifting and carrying (15-44 pounds); the ability to read handwritten or typed characters with or without glasses; ability to hear conversation voice with or without aid; and emotional and mental stability.
Education
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
Benefits
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Review our benefits
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
How to Apply
All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 08/15/2025 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12770217.
- To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
- Click Submit My Answers to submit your application package.
NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
Next steps
Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.