The incumbent of this position has overall responsibility for management of the Veterans Integrated Service Network (VISN) VA Capitol Health Care Network (VISN 5) Pharmacy Clinical Contact Center (CCC) including vision, planning, development, implementation, monitoring and reporting of a 24/7 VISN Pharmacy CCC. The incumbent will monitor VISN and facility status on national call center performance metrics as well as customer service in direct relation to CCC pharmacy support.
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A. Program Management
a. Pharmacy services are offered 7 days a week, 24 hours a day starting no later than 2/28/2022.
b. Veterans access pharmacy for medication-related matters and speak with a Pharmacist (RPh or PharmD), Pharmacy Specialist, or Pharmacy Technician, depending the services required.
c. Medication-related matters include medication questions, order details/processing, and medication refills, renewals, and reconciliation.
d. Prescriptions are coordinated with the local VAMC and are picked up by Veteran at a VA Pharmacy (inside or via drive-through), mailed to the Veteran through the local VAMC or CMOP, or provided to the Veteran through an urgent first fill contract at a community pharmacy. e. VISN-level pharmacy is reached through local VAMC auto attendant options, the central VISN Clinical Contact Center phone number, and/or referral from other VISN-level Clinical Contact Center services.
f. Documentation is entered into the Veteran's local VAMC Electronic Health Record.
g. Referral to Clinical Triage, Scheduling and Administration, Virtual Care Visits and/or local emergency services occurs according to CCC operational guidelines and Veterans' needs.
h. Pharmacy staff directly coordinate a warm hand off to Mental Health Services and/or the Veterans Crisis Line for Veterans meeting criteria for a Mental Health emergency.
i. Veterans' concerns are addressed and resolved promptly during the encounter/call whenever possible in order to achieve first contact resolution.
Prepares projections and justifications for budget, personnel/workload, equipment and space requirements consistent with the continuously expanding services and roles of pharmacy. Maintains ongoing communication with Fiscal Service to assure that adequate funds are available for staffing, equipment and training needs.
Oversees and manages the work of the VISN CCC Pharmacy Service Supervisor(s) and support staff to include review of leave requests, completion of job performance evaluations and competencies.
Serves as a liaison between the VISN CCC Pharmacy Service, VISN CCC, VISN Leadership and the VISN Board of Directors or other governance structure.
Participates, as needed, in the recommendation of VISN CCC Pharmacy Service employee awards and disciplinary actions.
Ensure compliance with VISN CCC Pharmacy Service policies and procedures.
Responds to elevated patient inquiries, as needed, and ensures that customer satisfaction is achieved.
Presents reports and justifies requests to the VISN CCC Director (or service line equivalent), VISN CCC governance structure, VPE and/or facilities serviced by the VISN CCC.
Communicates regularly with VISN CCC Pharmacy Service staff, the VISN CCC Director and its governance structure to facilitate process improvement and transparency.
Utilizes various techniques to eliminate waste in work processes with the goal of meeting established performance metrics.
Performs quality control and facilitates performance improvement of pharmacy staffs work.
Continually evaluates the VISN CCC Pharmacy Service for opportunities for improvement.
Serves on appropriate VISN committees including the VISN CCC governance structure.
Work Schedule: 8:00am
Financial Disclosure Report: Not required
25% or less
Conditions of Employment
You must be a U.S. Citizen to apply for this job
Designated and/or random drug testing may be required
Selective Service Registration is required for males born after 12/31/1959
You may be required to serve a probationary period
Subject to a background/security investigation
Must be proficient in written and spoken English
Selected applicants will be required to complete an online onboarding process
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.
United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
Bachelor or Doctor of Pharmacy degree from an accredited (Accreditation Council for Pharmacy Education [ACPE] College of Pharmacy.
Full, current and unrestricted license to practice pharmacy in a State, Territory, Commonwealth of the United States, or the District of Columbia.
English Language Proficiency. Pharmacists must be proficient in spoken and written English as required by 38 U.S.C. 7402(d), and 7407(d).
Grade Specific Qualifications (GS-0660-14) 1) Experience: In addition to the GS-13 requirements, must have 1 year of experience equivalent to the next lower grade level.
Assignment: VISN Program Manager
b. Ability to effectively communicate orally and in writing regarding complex clinical and technical issues.
c. Skill in utilizing regulatory and quality standards to develop and implement operational programs.
d. Skill in managing multiple and diverse people or programs.
e. Skill in utilizing available resources to support the mission and goals of the organization.
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).
Position Specific Qualifications
Completion of advanced training (e.g., advanced degree, certifications, Residency, Fellowship, etc.) and/or experience in Pharmacy Administration at the Pharmacy Chief, or Associate Pharmacy Chief level preferred.
Proficient in the use of national data sources from the PBM, VSSC, ARC, etc.
Ability to apply systems redesign principles to improve processes and identify novel approaches in data collection, management and analyses.
Must have the ability to work with people of all professional and non-professional levels within the VA system, as well as, business associates throughout the community.
Must possess the ability to communicate effectively both orally and in writing.
The work is primarily performed while sitting, though some work may require periods of standing. The regular and recurring work of this position involves sitting at a desk, conferences, meetings, etc, and frequent visits to community and nationwide sites. Frequent use of automobile and public conveyances may be required. Occasional lifting of boxes holding recruitment materials to be distributed at conferences, health fain, etc, is also required.
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
Department Of Veterans Affairs