Lead Contact Representative - Pharmacy Customer Care
Duties include but are not limited to:
Identifying, distributing and balancing workload and tasks among employees. Adjust workload goals in accordance with established priorities. Assign tasks to each employee to ensure that they have an integral role in team projects. Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review. Communicate and assist with deadlines for assignments/projects meet prescribed time frames. Coach the team in the selection and application of appropriate problem solving methods and techniques. Provide advice on work methods, practices and procedures in solving problems. Assist the team and/or individual members in identifying the parameters of a viable solution. Serve as coach, facilitator and/or negotiator in coordinating team initiatives and in consensus building activities among team members. Receives telephone calls from and responds to veterans, their family members and/or legal representatives concerning basic billing inquiries. Respond to questions and concerns related to administrative pharmacy activities. Processes medication refills. Processes request renewal medications that are expired or out of refills. Tracks status on prescription. Educates Veteran in obtaining refills. Provides information on returned medication policy. Explains how to obtain copies of medication profiles. Evaluates, updates, and modifies master record information contained within patient software program (i.e. VistA). Determines most appropriate action and identifies alternatives in resolving issues through in-depth research. Interprets and analyzes master record information contained within a patient record system (i.e. VistA). Work Schedule:
Monday - Friday, 8-hour shift between 6:
45 AM and 7:
30 PM, based on organizational needs. Specific tour of duty to be determined by supervisor after completion of training. Compressed/Flexible:
Not Available Telework:
Not Available Virtual:
This is not a virtual position. Position Description/PD#:
Lead Contact Representative, GS-0962-07, PD#07467A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required Note:
Salary will be adjusted based upon the location of where the applicant will be located. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/30/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-07 position you must have served 52 weeks at the GS-06. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade G-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Applying knowledge of pertinent laws, regulations, policies and precedents related to processing prescription refills, tracking medications, and formularies in order to resolve complex issues; Experience in using specialized software program applications to research information and identify and analyze the root cause of a problem, and/or provide actions required for callers to obtain the requested information and/or benefit; Interacting with other staff to discuss opportunities to improve quality assurance, clarify processes and procedures, and other appropriate activities for improving the quality of service; Oral and written communication skills interact with callers to resolve inquiries effectively and efficiently and to document case notes thoroughly, including use of correct grammar, spelling, capitalization, and punctuation; and Experience gathering data to prepare reports and make recommendations for changes in operations. You will be rated on the following Competencies for this position:
AccountabilityCustomer ServiceDecision MakingLeadership 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; religions; 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. Note:
A full year of work is considered to be 35-40 hours of work per week. 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. Physical Requirements:
The work is sedentary with no special physical demands. The employee is often required to talk for long periods of time. 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/.
Estimated Salary: $20 to $28 per hour based on qualifications.
Identifying, distributing and balancing workload and tasks among employees. Adjust workload goals in accordance with established priorities. Assign tasks to each employee to ensure that they have an integral role in team projects. Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review. Communicate and assist with deadlines for assignments/projects meet prescribed time frames. Coach the team in the selection and application of appropriate problem solving methods and techniques. Provide advice on work methods, practices and procedures in solving problems. Assist the team and/or individual members in identifying the parameters of a viable solution. Serve as coach, facilitator and/or negotiator in coordinating team initiatives and in consensus building activities among team members. Receives telephone calls from and responds to veterans, their family members and/or legal representatives concerning basic billing inquiries. Respond to questions and concerns related to administrative pharmacy activities. Processes medication refills. Processes request renewal medications that are expired or out of refills. Tracks status on prescription. Educates Veteran in obtaining refills. Provides information on returned medication policy. Explains how to obtain copies of medication profiles. Evaluates, updates, and modifies master record information contained within patient software program (i.e. VistA). Determines most appropriate action and identifies alternatives in resolving issues through in-depth research. Interprets and analyzes master record information contained within a patient record system (i.e. VistA). Work Schedule:
Monday - Friday, 8-hour shift between 6:
45 AM and 7:
30 PM, based on organizational needs. Specific tour of duty to be determined by supervisor after completion of training. Compressed/Flexible:
Not Available Telework:
Not Available Virtual:
This is not a virtual position. Position Description/PD#:
Lead Contact Representative, GS-0962-07, PD#07467A Relocation/Recruitment Incentives:
Not Authorized Financial Disclosure Report:
Not required Note:
Salary will be adjusted based upon the location of where the applicant will be located. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/30/2020. Time-In-Grade Requirement:
Applicants who are current Federal employees and have held a GS grade any time in the past 52 weeks must also meet time-in-grade requirements by the closing date of this announcement. For a GS-07 position you must have served 52 weeks at the GS-06. The grade may have been in any occupation, but must have been held in the Federal service. An SF-50 that shows your time-in-grade eligibility must be submitted with your application materials. If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year time-in-grade, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year time-in-grade. Note:
Time-In-Grade requirements also apply to former Federal employees applying for reinstatement as well as current employees applying for Veterans Employment Opportunities Act of 1998 (VEOA) appointment. You may qualify based on your experience as described below:
Specialized
Experience:
You must have one year of specialized experience equivalent to at least the next lower grade G-06 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to:
Applying knowledge of pertinent laws, regulations, policies and precedents related to processing prescription refills, tracking medications, and formularies in order to resolve complex issues; Experience in using specialized software program applications to research information and identify and analyze the root cause of a problem, and/or provide actions required for callers to obtain the requested information and/or benefit; Interacting with other staff to discuss opportunities to improve quality assurance, clarify processes and procedures, and other appropriate activities for improving the quality of service; Oral and written communication skills interact with callers to resolve inquiries effectively and efficiently and to document case notes thoroughly, including use of correct grammar, spelling, capitalization, and punctuation; and Experience gathering data to prepare reports and make recommendations for changes in operations. You will be rated on the following Competencies for this position:
AccountabilityCustomer ServiceDecision MakingLeadership 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; religions; 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. Note:
A full year of work is considered to be 35-40 hours of work per week. 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. Physical Requirements:
The work is sedentary with no special physical demands. The employee is often required to talk for long periods of time. 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/.
- Department:
0962 Contact Representative - Salary Range:
$43,251 to $56,794 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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