The primary duties of this position are performed in the outpatient pharmacy area of the pharmacy department/program and the purpose of this position is to improve patient satisfaction with the outpatient pharmacy prescription pick-up process. The employee should be a highly specialized, efficient, motivated, and customer-friendly technician. 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. § 7403(f). Education or Experience. Candidates must have a high school diploma or equivalent; or at least 3 months experience. Certification. Candidates must be certified by the National Pharmacy Technician Certification Board (PTCB). Certification is required at grades GS-6 and above. Grade Determinations: GS-08 Experience. One year experience at the next lower level GS-07, and must fully meet the KSAs at the next lower level. In addition, the candidate must demonstrate the following technical KSAs and the potential to acquire the assigned specific KSAs designated by an asterisk(*): Certification. PTCB certification is required at this grade level. Demonstrated Knowledge, Skills, and Abilities 1. Comprehensive knowledge of concepts, principles, methodology and policies in a specialized area or section of pharmacy (such as sterile compounding, controlled substances, automation, clinical pharmacy, contact center, etc.) Note: See Specialized Area.in the Definitions Section. 2. Skill in training and orienting new and existing pharmacy facility employees and students on proper policies and procedures. 3. Ability to evaluate, analyze and coordinate workflow and work activities within a specialized area or section of the pharmacy. References: VA HANDBOOK 5005/15 PART II APPENDIX G28 The full performance level of this position is GS-06. This vacancy is above the full performance level at GS-08. ["Comprehensive knowledge of concepts, principles, methodology, and polices in a specialized area or section of pharmacy (such as sterile compounding, controlled substances, automation, clinical pharmacy, contact center, etc.) Note: See Specialized Area in the Definitions Section. Skill in training and orienting new existing pharmacy facility employees and students on proper polices and procedures. Ability to evaluate, analyze and coordinate workflow and work activities within a specialized area or section of the pharmacy. Customer Service 1. Works primarily in the outpatient pharmacy waiting area, assisting patients entering the outpatient pharmacy waiting area to facilitate timely and accurate delivery of prescription medication. Follow through to provider as appropriate if orders are not entered into CPRS. Answers patient inquires related to process questions. Refers clinical and other judgmental questions beyond their scope to s supervising pharmacist (or designee) as necessary. Documents all patient interactions using local determined method. 2. Provides patient education on the medication refill process, the use of automated telephone system, the use of internet refill system and general information on outpatient pharmacy process to ensure patient centered program. 3. Follows through on all prescription problems promptly in person or by phone or CPRS progress note to the provider to avoid patient being out of medications. This may include coordinating overnight deliveries to veterans who need medication immediately. 4. Reviews unopened returned FedEx, UPS or US Postal Service mail returned as undeliverable as required. Contacts patient at home to verify correct address, changes package address and re-mails packages if appropriate. 5. Assists other technicians in scanning refill documents mailed in by patients daily as required as well as request made in person by veterans. Assures these are scanned the day they are received by pharmacy. 6. Monitors the audio fax telephone refill and MyHealthyVet internet refill systems routinely to assure continuous operation. Notifies IT immediately upon discovery of malfunction of this system and assures follow-through to successful operation of the system. 7. Treats all patient contacts with respect and diligence. Seeks to solve patient problems including referring to other VA resources when needed. Resolves patient issues in a timely and caring manner at all times. 8. Assists the pharmacist supervisor with compilation of data for workload statistics and analysis to detect problems with outpatient pharmacy prescription pick-up process. 9. Assists in data collection and analysis of all patient care survey for reviewing patient satisfaction. 10. Interacts with Patient Care advocates as appropriate to meet the needs of all veterans. Work Schedule: Monday - Friday 8:00am - 4:30pm rotating weekends and holidays. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 54918F Relocation/Recruitment Incentives: Not Authorized"]
