Visn 5 Pharmacy Program Manager (Clinical Contact Center)

Department Of Veterans Affairs Perry Point , MD 21902

Posted 3 months ago

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Summary

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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Responsibilities

A. Program Management

  • Clinical Contact Center
  1. Develops, implements, and oversees VISN 5 Pharmacy CCC ensuring core requirements are met including, but not limited to:

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.



  1. 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.

  2. 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.

  3. Serves as a liaison between the VISN CCC Pharmacy Service, VISN CCC, VISN Leadership and the VISN Board of Directors or other governance structure.

  4. Participates, as needed, in the recommendation of VISN CCC Pharmacy Service employee awards and disciplinary actions.

  5. Ensure compliance with VISN CCC Pharmacy Service policies and procedures.

  6. Responds to elevated patient inquiries, as needed, and ensures that customer satisfaction is achieved.

  7. 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.

  8. Communicates regularly with VISN CCC Pharmacy Service staff, the VISN CCC Director and its governance structure to facilitate process improvement and transparency.

  9. Utilizes various techniques to eliminate waste in work processes with the goal of meeting established performance metrics.

  10. Performs quality control and facilitates performance improvement of pharmacy staffs work.

  11. Continually evaluates the VISN CCC Pharmacy Service for opportunities for improvement.

  12. Serves on appropriate VISN committees including the VISN CCC governance structure.


Work Schedule: 8:00am

  • 4:30pm, Monday through Friday.

Financial Disclosure Report: Not required

Travel Required

25% or less

  • You may be expected to travel for this position.

Supervisory status

Yes

Promotion Potential

None

  • Job family (Series)

0660 Pharmacist

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  • Pharmacists

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Requirements

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

Qualifications

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.

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.

  • 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

  • Demonstrated Knowledge, Skills, and Abilities
  • a. Skill in persuading others and gaining cooperation to accomplish goals.

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).

Preferred Experience:

Position Specific Qualifications

  1. 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.

  2. Proficient in the use of national data sources from the PBM, VSSC, ARC, etc.

  3. Ability to apply systems redesign principles to improve processes and identify novel approaches in data collection, management and analyses.

  4. 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.

  5. Must possess the ability to communicate effectively both orally and in writing.


Physical Requirements:

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.

Education

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.

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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. 2) Assists in the preparation of 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 VISN CCC Pharmacy Program Manager and Fiscal Service to assure that adequate funds are available for staffing, equipment and training needs. 3) Directly supervises the work of the VISN CCC Pharmacy staff to include review of leave requests, completion of job performance evaluations and competencies. 4) Serves as a liaison, when needed, between the VISN CCC Pharmacy Service, VISN CCC, VISN Leadership and the VISN Board of Directors or other governance structure. 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RELOCATION/RECRUITMENT INCENTIVES: Not authorized FINANCIAL DISCLOSURE REPORT: N/A Travel Required 25% or less - You may be expected to travel for this position. Supervisory status Yes Promotion Potential None * Job family (Series) 0660 Pharmacist Similar jobs * Pharmacists * Requirements Help Requirements 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 * Licensure. Full, current and unrestricted license to practice pharmacy in a State, Territory, Commonwealth of the United States (i.e., Puerto Rico), or the District of Columbia. Qualifications 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. 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. * Education: (1) Graduate of an Accreditation Council for Pharmacy Education (ACPE) accredited College or School of Pharmacy with a baccalaureate degree in pharmacy (BS Pharmacy) and/or a Doctor of Pharmacy (Pharm.D.) degree. Verification of approved degree programs may be obtained from the Accreditation Council for Pharmacy Education, 20 North Clark Street, Suite 2500, Chicago, Illinois 60602-5109; phone: (312) 664-3575, or through their Web site at: http://www.acpe-accredit.org/. (NOTE: Prior to 2005 ACPE accredited both baccalaureate and Doctor of Pharmacy terminal degree program. Today the sole degree is Doctor of Pharmacy.) (2) Graduates of foreign pharmacy degree programs meet the educational requirement if the graduate is able to provide proof of achieving the Foreign Pharmacy Graduate Examination Commission (FPGEC) Certification, which includes passing the Foreign Pharmacy Graduate Equivalency Examination (FPGEE) and the Test of English as a Foreign Language Internet-Based Test (TOEFL iBT). c. Licensure. Full, current and unrestricted license to practice pharmacy in a State, Territory, Commonwealth of the United States (i.e., Puerto Rico), or the District of Columbia. The pharmacist must maintain current registration if this is a requirement for maintaining full, current, and unrestricted licensure. 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At the time of appointment, the supervisor will provide the unlicensed pharmacist with the written requirement to obtain licensure, the date by which the license must be acquired, and the consequences for not becoming licensed by the deadline. Failure to become licensed within 2 years from date of appointment will result in removal from the GS-0660 Pharmacist series and may result in termination of employment. d. Grandfathering Provision. All licensed pharmacists employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series and grade held, including positive education and licensure/certification/registration that are part of the basic requirements of the occupation. 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Skill in monitoring and assessing the outcome of drug therapies, including physical assessment and interpretation of laboratory and other diagnostic parameters. In addition to the GS-12 requirements listed above, must have 1 year of experience equivalent to the next lower grade level. And, the GS-13 grade level knowledge skills, and abilities (KSAs): a. Ability to effectively supervise subordinate staff. b. Ability to communicate orally and in writing to persuade and influence clinical and management decisions. c. Expert understanding of regulatory and quality standards pertaining to pharmacy. d. Skill in managing people or programs. 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Certain tasks are repetitive in nature and require multiple steps performed in succession for success. The incumbent should be able to lift and carry up to 50 pounds without significant difficulty. Incumbent must be able to stand or sit in one place for considerable time during completion of complex tasks. Complexity of mental processes involved is extensive, demanding, and challenging. Education 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. This position is eligible for the Education Debt Reduction Program (EDRP) at potentially one or more of the VISN 5 site locations. However, selection and site location will determine eligibility for the program. EDRP is a student loan payment reimbursement program. You must meet specific individual eligibility requirements in accordance with VHA policy and submit your EDRP application within four months of appointment. Approval, award amount (up to $200,000) and eligibility period (one to five years) are determined by the VHA Education Loan Repayment Services program office after complete review of the EDRP application. Learn more Department Of Veterans Affairs Perry Point MD

Visn 5 Pharmacy Program Manager (Clinical Contact Center)

Department Of Veterans Affairs