Contact Representative - Pharmacy Customer Care

Summary
These positions are in Pharmacy Customer Care (PCC) within the Department of Veterans Affairs. These positions will be located in Waco - TX; Topeka - KS and Fort Riley - KS. The primary purpose of the position is to resolve issues and concerns of veterans - veteran family members and/or legal representatives - the public - and VA employees concerning pharmacy support activities and administrative processes related to pharmacy services provided to our nation's veterans.
Qualifications
To qualify for the Contact Representative GS-0962-6 you must have at least one (1) year of specialized experience equivalent to the next lower grade level (GS-5) in the Federal Service that has equipped you with the knowledge - skills - and abilities necessary to perform the duties of a Contact Representative at the GS-6 level. Qualifying specialized experience includes: Receives and generates telephone calls concerning pharmacy/prescription-related issues and inquiries; process medication refills - alerts to request renewals of medications - performs all duties of the position while exhibiting excellent customer service skills; uses ability to perform a variety of computer skills - such as with Microsoft Word and Excel; uses data entry skills; and uses ability to communicate with individuals and with groups. (This experience must be fully documented in your resume.) For more information on these qualification standards - please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
Duties

• ***THIS IS NOT A VIRTUAL POSITION - YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Receive telephone calls from and respond to veterans - their family members and/or legal representatives concerning routine and non-routine pharmacy/prescription-related issues and inquiries
• Perform necessary verification procedures to ensure valuable patient information remains secure and to obtain customer information for such requirements as eligibility verification and benefit-related issue resolution
• Provide comprehensive explanation of PCC processes and benefits that the PCC provides
• Respond to callers' questions and concerns related to policies and administrative pharmacy procedures
• Process medication refills - process alerts to request renewals of medications that are expired or out of refills - tracking status of prescriptions - educating veterans on obtaining refills - providing appointment information and discussing or sending out correspondence
• Provide Consolidated Mail Outpatient Pharmacy (CMOP) and facility medication tracking information
• Serve as back up to other call center program areas as qualified and needed
• And - All other duties as assigned
• Work Schedule: Full-time - 40 hours per week
• This call center operates 24 hours - 7 days a week - 365 days out of the year
• Your shift will be anytime between Sunday through Saturday - including nights
• Hours are to be determined
• Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not approved

<