Contact Representative-Pharmacy Customer Care Full-time Job4 months ago - Sales & Services - Topeka - 194 views
The Contact Representative position is assigned to Pharmacy Customer Care (PCC), within the Department of Veterans Affairs, Veterans Health Administration (VHA), Pharmacy Services and may be located at Topeka, KS., Hot Springs, SD., or Waco, TX.
Conditions of Employment
- You must be a U.S. Citizen to apply for this job
- Subject to a background/security investigation
- Designated and/or random drug testing may be required
- Selective Service Registration is required for males born after 12/31/1959
- May be required to serve a probationary period
- Selected applicants will be required to complete an online onboarding process
Conditions of Employment: New appointees must successfully complete approximately 4-6 weeks of full-time classroom training and achieve a passing grade on the final competency testing. Failure to meet these requirements may result in termination of employment.
SPECIALIZED EXPERIENCE GS-5: Having at least one (1) full year specialized experience equivalent to the next lower grade (GS-4) in the Federal service that has given you the knowledge, skills and abilities required to successfully perform the duties of the position. Specialized experience is defined as experience working in a patient care setting performing clerical and assistance work; understanding of processes and procedures, laws, and regulations related to prescription benefits; follows administrative policies and processes in order to answer questions; advise callers on available courses of action for problem resolution capable of coordinating and performing prescription tracking, processing refills and co-payments; respond to inquiries and resolve problems related to prescription refills; provide information on the status of prescriptions or delays in providing an accurate resolution; and possesses communication skills; composing and/or typing patient and/or clinic-related correspondence;
SUBSTITUTION OF EDUCATION FOR EXPERIENCE: GS-5: Successful completion of four (4) years of education above the high school level in any field which high school graduation or the equivalent is the normal prerequisite. Transcripts must be submitted with your application. Education cannot be credited without documentation. (TRANSCRIPTS REQUIRED)
COMBINATION OF EDUCATION AND EXPERIENCE: GS-5: Equivalent combinations of education (beyond the second year) and specialized experience, as described above, to meet total experience requirements. Transcripts must be submitted with your application. Education cannot be credited without documentation. (TRANSCRIPTS REQUIRED)
SPECIALIZED EXPERIENCE GS-6: Having at least one (1) full year specialized experience equivalent to the next lower grade (GS-5) in the Federal service that has given you the particular knowledge, skills and abilities required to successfully perform the duties of the position. Specialized experience is defined as experience working in a patient care centered facility or working in a call center setting performing clerical and assistance work; understanding of processes and procedures, laws, and regulations related to prescription benefits; follows administrative policies and processes in order to answer questions, clarify benefits, resolve problems; advise callers on available courses of action for problem resolution and to explain the limitations imposed by law upon the agency; capable of coordinating and performing prescription tracking, processing refills and co-payments; familiar with and having a thorough understanding of all inter-related functions between the Consolidated Mail Outpatient Pharmacy (CMOPS), medical centers and treating physicians in order to respond to inquiries and resolve problems related to prescription refills; ability to explain issues to callers and to provide information on the status of prescriptions or delays in providing an accurate resolution; and possessing exceptional communications skills; composing and/or typing patient and/or clinic-related correspondence
You will be rated on the following Competencies as part of the assessment questionnaire for this position:
- Computer Skills
- Critical Thinking
- Technical Competence
IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
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/.
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.
Physical Requirements: The work is sedentary with no special physical demands. The employee is often required to talk for long periods of time.
The work environment includes everyday risks and discomforts which require normal safety
precautions typical of an office environment.
Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities (i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities), and/or disabled veterans with a compensable service-connected disability of 30% or more. For more information on how to apply using this appointment authority via the Selective Placement Coordinator within the office, contact the facility Human Resources Department at (785) 228-0000.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified you must submit appropriate documentation and be found well-qualified (have a final rating of 85 or more before any Veterans preference points) for this vacancy. Information about ICTAP and CTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/policy-data-oversight/workforce-restructuring/employee-guide-to-career-transition/.
This job opportunity announcement may be used to fill additional vacancies.
If you are unable to apply online view the following link for information regarding an Alternate Application.
How You Will Be Evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume does not support your questionnaire answers, we will not allow credit for your response(s).