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Summary The incumbent serves as a Pharmacy Technician in the Veterans Integrated Service Network (VISN) Clinical Contact Center as part of an interdisciplinary healthcare team. The incumbent is a certified pharmacy technician who is efficient, motivated, focused on customer satisfaction and, who, under the authority of the VISN Clinical Contact Center Pharmacy Chief, or designee, is responsible for the technical management of patient care activities for pharmacy services in the Clinical Contact Center. Responsibilities This is an OPEN CONTINUOUS ANNOUNCEMENT and may be posted until to September 30, 2025. The initial cut-off date for referral of eligible applications will be June 10, 2025 or when 50 applicants apply. Eligible applications received after that date will be referred at regular intervals in groups of 50 (in the order in which they applied) until position has been filled. VA offers a comprehensive total rewards package: Total Rewards of a Allied Health Professional The Pharmacy Technician, GS-0661-07, with the Clinical Contact Center are expected to maintain a high degree of accurate productivity and performance while being extremely sensitive to their specific contribution to the overall patient care provided. As required and assigned, the incumbent is expected to accomplish all duties normally performed by general VISN Clinical Contact Center pharmacy technicians at the lower grade level. Specialized duties, in addition to the generalized duties include, but are not limited to the following: Medication Management: Works collaboratively with VISN programs, services, and interdisciplinary team members to provide access to care and meet the need 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 and renewals, basic billing inquiries, and procedural pharmacy activities. Routinely reviews medication profiles for therapeutic duplication, prescription non­ compliance, allergies, and drug interactions. Seeks assistance with identified individuals from a Clinical Pharmacist or supervisor for further evaluation, if needed. Processes and submits patient requests for new prescription orders and renewal requests, including controlled substances, into the VISN Clinical Contact Center software and/or Electronic Health Record (EHR) accurately, thoroughly, and in a timely manner. Uses approved VISN Clinical Contact Center Pharmacy protocols when appropriate to satisfy patient medication requests. Assists in training of lower graded technicians and technician students. Actively and diligently treats all Veterans with respect and utmost dignity. Seeks to resolve Veteran's concerns at first contact independently. 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 (FCR). Participates in continuous daily improvement and VISN VA Health Connect initiatives. Completes additional duties as assigned. This position is eligible for Remote/Virtual work at location listed. Selectees will work 100% of the time in a non-VA owned space outside or inside of the local commuting area of parent station. The employee's workspace must be suitable for conducting business, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. The employee will be required to travel to the closest VA Medical Center or VA Outpatient Clinic for issuance of equipment, and as needed for technical support. Selectees will be required to self-certify that their remote workplace meets all safety, privacy, and internet speed requirements. This position may fall under the Presidential Memorandum titled "Return to In-Person Work" which will require you to go into the office. Work Schedule: Full-time; Variable schedule includes weekend and holiday rotations; The Clinical Contact Center 24/7 and staffs accordingly; Subject to change to meet the needs of the Agency. Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of 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) 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: Available; Remote Virtual: This is a virtual position. Functional Statement #: 03805F 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. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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: You must be proficient in spoken and written English as required by 38 U.S.C. 7402(d), and 7407(d) Education or Experience: None required. For all grade levels and positions that accept both education and experience to qualify, equivalent combinations of qualifying education and experience that total at least 100% are qualifying. The combined percentage is determined by adding total qualifying experience as a percentage of the experience required for the grade level to the education as a percentage of the education required for the grade level. Certification (GS-07 and above): For positions above the full performance level, the employee must pass a national certification exam and hold an active national certification through either: Pharmacy Technician Certification Board (PTCB), Certified Pharmacy Technician (CPhT). National Healthcareer Association (NHA), Certified Pharmacy Technician (ExCPT). May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: Pharmacy Technician, GS-0661-07 Experience: In addition to meeting the basic requirements, to qualify for the GS-07 you must possess at least 1 year of experience equivalent to the next lower grade level (GS-06). Certification: For positions above the full performance level, the employee must pass a national certification exam and hold an active national certification through either: Pharmacy Technician Certification Board (PTCB), Certified Pharmacy Technician (CPhT). National Healthcareer Association (NHA), Certified Pharmacy Technician (ExCPT). Knowledge, Skills and Abilities (KSAs): In addition to the experience above, the candidate must demonstrate the following technical KSAs: Knowledge of pharmacy technician principles, practices, concepts and theories providing for sound independent work. Knowledge of the computerized prescription process and input of prescriptions and medication orders or electronic equivalent. Ability to resolve pharmacy/medication issues with other members of the healthcare team, Veterans and external customers. Ability to train developmental pharmacy technicians and students. Ability to dispense medication or sterile products following all regulations, policies and procedures to ensure safe medication distribution. Ability to troubleshoot automated dispensing equipment (ADE) or technology platforms/databases. Preferred Experience: Two (2) years experience in a pharmacy call center setting Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-07. The actual grade at which an applicant may be selected for this vacancy is a GS-07. Physical Requirements: Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Position requires extended periods of sitting. The position may require some bending and carrying of items. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs. Must meet Employee Health mandates as a condition of employment. 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/. Additional Information 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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.