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Pharmacy Technician (Pharmacy Call Center)

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Job Ref:  374675300
Employer:  U.S. Department of Veterans Affairs
City:  Northport
State:  New York (NY)
Position type:  Full-Time
This position functions primarily in the VISN 3 Virtual Pharmacy 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 full range of pharmacy technician and customer service duties related to assisting veterans served by any of the VISN 3 Veterans Administration Medical Centers. Assignments involve the provision of telephone assistance to patients and/or their representatives, and hospital staff, including triaging veteran issues requiring local pharmacy resolution. The work product directly affects the timeliness, quality and effectiveness of local outpatient pharmacy services through the VISN. Candidates must demonstrate strong verbal communication skills. Must be able to articulate information in a clear and concise manner. Strong command of the English language. Must demonstrate empathy with callers. Must demonstrate ability to defuse potential customer conflict utilizing the appropriate tone, support, questions and or counsel.

SCOPE OF ASSIGNED DUTIES
Duties may include, but are not limited to, the following:
**Answer telephone calls received in the VISN Call Center, triaging calls to decide when professional intervention from the Clinical Pharmacist is necessary, and answering all other calls as appropriate providing assistance to the customer to the fullest extent possible.
**Assess nature of telephone calls in customer service area to relay potential problems and/or trends to supervisor for Quality Improvement purposes, continuously seeking to improve processes.
**Operate and maintain complicated computer, telephone, facsimile, and photocopy equipment.

**Accurately interpret information derived from VISTA and/or CPRS to answer patient queries about the status of a prescription.
**Answer questions from Pharmacy and non-Pharmacy personnel regarding drug distribution. Identifies potential problems and assists with the resolution of these problems, alerting the Clinical Pharmacist to the need for clinical intervention when necessary.
**Participate in total quality improvement activities by assisting with the collection of data used for the purpose of improving quality of customer service provided.
**Assist in all aspects of operations of the VISN 3 Call Center, as assigned and/or as time permits, to maintain the consistency of overall Customer Service applications.

BASIC REQUIREMENTS:
  • U.S. citizenship.
  • A high school diploma or equivalent OR at least 3 months experience
  • Must be proficient in spoken and written English
  • Certification by the National Pharmacy Technician Certification Board (PTCB) is highly desirable
Selective Service Registration is required for males born after 12/31/1959
QUALIFICATION REQUIREMENTS:

In addition to the basic requirements noted above, candidates must meet the grade requirements as noted below.

For GS-4: Successful completion of 2 years above high school with courses related to pharmacy or pharmacy technology; OR 1 year of general experience that may have included experience in another medical field (licensed practical nurse, laboratory technology, etc.). Successful completion of a course for medical technicians, hospital corpsmen, medical service specialists, or hospital training obtained in a training program conducted by the Armed Forces or the US maritime Service under close medical and professional supervision is creditable on a month-for-month basis for general experience. In addition, the candidate must demonstrate the following KSAs:
1. Ability to process and fill prescriptions under supervision.
2. Ability to operate and maintain dispensing equipment.
3. Ability to operate pharmacy information systems.
4. Ability to maintain appropriate files.
5. Ability to prepare sterile compounds under supervision.

For GS-5: Successful completion of a 4 year course of study above high school leading to a bachelor's degree that included at least 24 semester hours of courses related to pharmacy or pharmacy technology; OR successful completion of pertinent specialized training courses in pharmaceutical and pharmacy services while serving in the Armed Forces is creditable on a month-for-month basis up to the 1 year of experience required for the GS-5 level; OR at least 1 year of experience equivalent at the GS-4 grade level as described above. In addition, the candidate must demonstrate the following Knowledge, Skills, and Abilities:

Technical knowledge of drug and medication brand names, generic names/chemical names, general and special storage requirements, expiration date requirements, manufacturer/distributor sources, dosage forms, applicable systems of weights and measures, and medical terminology.

Working knowledge of drug use and dosage forms available to be able to screen drug orders for propriety and assist the Clinical Pharmacist in solving potential problems.

Working knowledge of computer systems, as they apply to the dispensing of outpatient prescriptions and the records thereof.
Knowledge of the laws, regulations and official policy concerning drug procurement and security and dispensing, to conform to legal and professional requirements of pharmacy practice.
Ability to operate and care for automated dispensing devices and equipment.
Knowledge of, and ability to perform, aseptic technique.
Knowledge of basic inventory procedures.

NOTE: The GS-5 grade level represents the full performance level for a Pharmacy Technician. Employees at this grade level serve as staff pharmacy technicians receiving little guidance from more experience staff members for more complex patients and procedures, and require minimal supervision.

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-4 OR GS-5 grade level, your resume must reflect the education and/or 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 to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), documentation to support Veterans Preference. You will not be contacted for additional information.



You must provide a complete Application Package which includes:
  1. CV or Resume.
  2. VA Form 10-2850c - Application for Associated Health Occupations (Available at http://www.va.gov/vaforms/medical/pdf/vha-10-2850c-fill.pdf ) (REQUIRED).
  3. Occupational Questionnaire (REQUIRED)
  4. Optional Form 306 - Declaration for Federal Employment (Available at http://www.opm.gov/forms/pdf_fill/of0306.pdf ). This is a required form and must be submitted with your application.
  5. If prior military service, include all copies of your DD Forms 214 (required). Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must also complete and submit an SF 15, Application for 10-Point Veteran Preference (available at http://www.opm.gov/forms/pdf_fill/SF15.pdf ).
  6. If currently employed in the VA system, include latest SF-50 - Notification of Personnel Action. (required).
  7. Transcripts (if applicable).
  8. Armed Forces training certifications (if applicable)
  9. Copy of PTCB Certification (if certified)

Please use this checklist to make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), documentation to support Veterans Preference. You will not be contacted for additional information.

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.
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