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Veterans Affairs, Veterans Health Administration Contact Representative- Pharmacy Customer Care in United States

Summary This position is located in Pharmacy Services, Pharmacy Customer Care (PCC) Call Center. The primary purpose of the position is to is to resolve issues and concerns of veterans, veteran family members and/or legal representatives, the public, and VA employees concerning pharmacy support activities and administrative processes related to pharmacy services provided to our nation's veterans. Responsibilities Duties include but are not limited to: Receive telephone calls from and respond to veterans, their family members and/or legal representatives concerning routine and non-routine pharmacy/prescription-related issues and inquiries. Provide comprehensive explanation of Pharmacy Customer Care processes and benefits that the PCC provides. Processes medication refills. Processes view alerts to request renewals of medications that are expired or out of refills. Tracking status of prescriptions. Educating veterans on obtaining refills. Processing medication refill requests. Providing appointment information. Discussing or sending out correspondence. Perform research and referrals for customers issues/inquires. Prepare case documentation based on caller's inquires This position involves a multi-grade career ladder. The major duties listed above represent the full performance level of GS-6. At the lower grade levels, the employee performs assignments of a more limited scope and with less independence. The employee will progressively acquire the background necessary to perform at the full performance level of GS-6. The agency will follow the Telework policy in place. For those interested in teleworking: Employees are required to reside within one hour of the parent station, Waco, TX or Topeka, KS. Basic computer equipment and software will be provided. Employees will incur the cost of utilities such as electricity and internet. Internet must have speeds of upstream 1.0 megabytes per second (MBPS) and downstream 6.0 MBPS Initial. Training will be approximately 6 weeks Monday - Friday, 8:00 am - 4:30 pm Central Time. You will be required to report to the site you were hire for until you are approved to telework per agency policy, if you are interested in telework. Work Schedule: Full time, 40 hours per week/8 hours per shift. This is a 24-hour, 7-day per week call center, to include days, nights, evenings, weekends, and holidays. Tour of duty based on organizational needs and determined by seniority, most new employees will work evening, night, and weekend hours. Telework: Available Virtual: Available Position Description/PD#: Contact Representative- Pharmacy Customer Care/PD06845A and PD06844A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/01/2021. Time-In-Grade Requirement at the GS-6 Level: Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-06 position you must have served 52 weeks at the GS-05. The grade may have been in any occupation, but must have been held in the Federal service. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. There is no time in grade requirement for a GS-5 position. Note: Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. GS-5 Specialized Experience Requirements: You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-4 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Experience in conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues utilizing effective oral communication. Researches and resolves customer inquiries by using available databases and seeks assistance and clarification for issues they cannot independently resolve. Experience using basic computer skills (typing, researching, and navigating through multiple windows . OR, Education: Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have 4 years above high school education (or equivalent). OR, Combination: Applicants may also combine education and experience to qualify at this level. You must have any combination of specialized experience and education beyond high school education (or equivalent). GS-6 Specialized Experience Requirements: You must qualify based on your experience, there is no educational substitution at this grade level. Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-5 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Experience with procedures, practices, rules, regulations, public law and/or policies related to prescription benefits and perform research utilizing a suite of automated systems. Experience communicating specialized information verbally with callers to understand and resolve issues in a reasonable amount of time. Experience working and/or dealing with prescription tracking and process refills and co-payments. Experience documenting case notes thoroughly regarding call information. Consult with callers to explain available options, take corrective action or explain how the caller can obtain the information and/or benefit being sought. You will be rated on the following Competencies for this position: CommunicationComputer SkillsCritical ThinkingTechnical Competence 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. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is sedentary with no special physical demands. The employee is often required to talk for long periods of time. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at Education 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: 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: Additional Information VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator. The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal/VA competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation (a copy of the agency notice, your most recent performance rating, and your most recent SF-50 noting current position, grade level, and duty location) and be found well-qualified for this vacancy. To be well-qualified: applicants must possess experience that exceeds the minimum qualifications of the position including all selective factors, and who are proficient in most of the required competencies of the job. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This job opportunity announcement may be used to fill additional vacancies. 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. For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.