Pharmacy Technician

Major duties include: 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 non- compliance 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 resolution in VISN Clinical Contact Center software and/or Electronic Health Record. Professionally handles issues escalated from team members and follows guidelines to address the issue appropriately. 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. Leads the training of new staff. Provides training and encouragement for team members not meeting organizational goals. The incumbent proactively monitors call volume and clinical care staff performance through ACD metrics to identify personnel that may require further development and to determine where resources are needed. Participates in continuous daily improvement and VISN CCC initiatives. Completes additional duties as assigned. Work Schedule: CCC is open a 365-day 24/7, 80 hours per pay period. Work schedules will be determined based on staffing needs and may require rotating shifts. Holidays and weekend work are required. Virtual: This is a virtual position. Functional Statement #: 99329-S Pharmacy Technician