Lead Pharmacy Technician
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|Employer:|| U.S. Department of Veterans Affairs|
|State:||New York (NY)|
This position functions in the VISN 3 Virtual Pharmacy Consolidated Call Center, located on the campus of the Northport Veterans Administration Medical Center. The Call Center provides virtual services to all VISN 3 Outpatient Pharmacy departments within VISN 3 during normal business hours. The incumbent is responsible for a providing virtual pharmacy support as a lead pharmacy technician at the Call Center. Assignments involve support and direction of GS-5 technical staff who provide telephone assistance to patients and/or their representatives, and hospital staff. The work product directly affects the timeliness, quality and effectiveness of local outpatient pharmacy services throughout the VISN.|
v Lead a team of GS-05 Pharmacy Technicians
v Provide guidance and technical direction necessary for accomplishing the virtual work of the call center technical unit. Ensure the organization's vision is integrated into the team's goals, strategies, activity plans and work product.
v Communicate with both patients and healthcare professional.
v Identify problems timely, solve problems quickly and make timely recommendations to the supervisory technician and/or Business Manager of the Call Center, e.g. trouble shoot operational problems.
v Appropriately communicate to the technical team all operational and program problems, and coach the team or individual team member in identifying the parameters of a viable solution.
v Train technical staff in virtual operation tasks and job techniques.
v Monitor the status of daily assignments and make adjustments in accordance with established priorities. Obtains assistance from the supervisor as needed for major issues or problems that arise with regards to assignments.
v Make day-to-day adjustments in technical work assignments to accomplish an efficient, seamless operation while providing excellent customer service.
v Coach team members in the accomplishment of tasks or projects. Maintain current knowledge and answers questions from team members on procedures, policies and directives.
v Distribute and balance workload and tasks among employees to accomplish Telephone Call Center goals for abandonment rate, speed to answer and customer service. Assure each team member has an integral role in developing the final product or providing the assigned service.
v Regularly review calls answered by technicians via reports from the Automated Call Distribution (ACD) System.
v Monitor systems to include telephone, IT and Web-based systems for quality issues.
v Instruct a team of technicians in the interpretation of information derived from DHCP/ VISTA and/or CPRS to accurately answer patient queries about the status of a prescription fill.
v Possess extensive knowledge of local outpatient pharmacy information and operation systems, such as prescription delivery systems (CMOP and local mail/UPS), drug file, formulary/non-formulary, and CMOP.
v Assist in total quality improvement activities
v Assist with the collection of data used for the purpose of improving quality of customer service provided.
v Perform all the duties of lower graded technicians if required, as assigned by the supervisor.
In addition to the basic requirements noted above, candidates must possess one year of specialized experience at the next lower grade level (GS-5). In addition, candidates must demonstrate the following technical knowledge, skills, and abilities (KSAs)and the potential to acquire the assignment specific KSAs:
1. Ability to independently evaluate and analyze workflow, coordinate and recommend changes to work activities that result in increased accuracy and/or efficiency.
2. Ability to independently gather, evaluate, and analyze datafor statistical purposes and/or performance improvement projects.
3. Knowledge of outpatient pharmacy and consolidated mail ou tpolicies and procedures sufficient to train and orient new employees.
4. Comprehensive knowledge of the operation pharmacy software programs sufficient for use in investigating patient complaints and training new employees.
5. Comprehensive knowledge of controlled substance policies and procedures, and the ability to identify and investigate discrepancies in these policies and procedures.
6. Comprehensive knowledge of, and ability to, retrieve data from a variety of information systems.
NOTE: Creditable Experience must have required the use of knowledge, skills, abilities and other characteristics associated with the scope of pharmacy technician practice as noted above. Part time experience as a pharmacy technician is credited according to its relationship to the full time work week.
In order to qualify for this position at the GS-6grade level, your resume must reflect the experience as noted above. So that we may make an appropriate qualification determination,please be clear, specific, and as detailed as possible as we may not make assumptions regarding your experience.
Physical Requirements: Computer keyboard activity and computer monitor use is frequently performed. Hearing acuity is required for phone communication, patient counseling and professional communication. 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. Works closely with others.
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference on the Occupational Questionnaire in the section provided and provide a legible copy of your DD214(s) and/or documentation related to your active duty service which shows dates of service, character of service (honorable, general, etc.), or dates of impending separation.
Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veterans Preference" with required proof as stated on the form. For more information, please review the information for disabled Veterans in the application checklist or visit http://www.fedshirevets.gov/job/vetpref/index.aspx .
You must provide a complete Application Package which includes:
NOTE: INCOMPLETE APPLICATION PACKAGES WILL NOT BE ACCEPTED.
Resume Reminder - Your resume must include the following information for each job listed:
Name, Job Title, Duties (be as detailed as possible), Month & year start/end dates (e.g. June 2007 to April 2008), Full-time or Part-time status (include hours worked per week)
Please be aware that your answers will be verified against information provided on your resume. Be sure that your resume clearly supports your responses to all of the questions by addressing your work experience in detail.
Recommended: Even though we do not require a specific resume format, your resume must be clear so that we are able to fully evaluate your qualifications. To ensure you receive appropriate consideration, please list the duties you performed under each individual job title.
If we are unable to match your experiences with the positions held, you may lose consideration for this vacancy. We cannot make assumption regarding your qualifications.