This position is located with the Pharmacy Clinical Contact Center (PCCC) of the VISN 4 Clinical Contact Center. The incumbent is a certified technician, efficient, motivated, and customer-friendly, who, under the authority of the Program Manager is responsible for the pharmaceutical management of patient care assistance activities regarding the PCCC.
Major duties include, but may not be limited to: Receives telephone calls from Veterans through the automated call distribution system. Answers Veteran inquiries related to process questions. Followsthrough to provider on electronic health record (EHR) as appropriate. Refers clinical and other judgmental questions to the PCC supervising pharmacist as necessary. Documents all Veteran interactions using progress notes and other reports as needed.
Uses the highest level of customer service at all times to provide patient education via telephone on the medication refill process, the use of the automated telephone system, the use of the internet refill system and general information on outpatient pharmacies such as hours of operation and types of pharmacy services available on site. Follows-through on all prescription problems by phone or EHR progress note to the provider to avoid Veterans being out of medications.
Participates in telephone notification of class 1 medication recalls as necessary. Guides Veterans on how to return medicine to the pharmacy if needed and how to obtain replacement medications. 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 (FCR).
Independently inputs refill prescriptions into EHR computer system for immediate or mail-out processing. Processes batch refill prescription ordering for mail-out processing and ultimate fulfillment of Veteran requests. Interacts personally with Veterans or their representatives to assure medication profiles are updated, reviewed, and needed prescriptions items or prosthetics supplies are appropriately processed.
Accurately fills prescriptions orders by selecting correct product based on label requirements and assures each item is filled and labeled according to all applicable standards. Answers questions from pharmacy and non-pharmacy personnel regarding outpatient procedures. Performs other duties as required. Work Schedule: Monday-Friday between 7:00am - 10:00pm, (rotating weekends and holidays) between 8:00 am - 4:30 pm.
Telework: Not available Virtual: This is not a virtual position. Remote: This is a Remote Position Functional Statement #: 460-02660-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
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/.
tawana.mckinney@va.gov · 937-516-0843
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $50460 – $65599/yr.
Yes, this position is fully remote.
Applications close on 2026-10-16.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government
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