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Lead Pharmacy Technician (Pharmacy Contact Center) VISN 8 CCC

Company: Department of Veterans Affairs
Location: Bay Pines
Posted on: May 3, 2021

Job Description:

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  • Duties




These positions are located within the Pharmacy Contact Center (PCC) which is part of the VISN 8 Clinical Contact Center (CCC)/Clinical Resource Hub.

Selectees will physically report to a home base (options listed under Duty Locations above) Medical Center to do onsite facility orientation, trainings, and meetings. Telework may be granted after training is complete.

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Under the Chief, Pharmacy Service the Lead Pharmacy Technician is a highly specialized, efficient, motivated and customer-friendly technician who is responsible for the technical management of all patient care assistance activities regarding the Pharmacy Contact Center. The primary duties of this position are performed in the Pharmacy Contact Center (PCC) of the VISN 8 Clinical Contact Center. Pharmacy Lead Technician is part of an inter professional healthcare team. The Pharmacy Lead Technician functions independently under the supervision of the Pharmacy Contact Center Supervisor. Provides support for clinical and pharmacoeconomic activities as assigned. The Pharmacy Lead Technician provides support to the Pharmacy Contact Center Supervisor by leading a team of Pharmacy Contact Center Technicians in the day-to-day operations. The Pharmacy Lead Technician provides encouragement, guidance and expertise to team members and will monitor progress as well as compliance with VISN CCC rules and regulations. All assigned activities and functions shall be completed in accordance with approved pharmacy protocols and under the supervision of the Pharmacy Contact Center Supervisor in the CCC. Also performs all processes and procedures involved with all program areas of the Pharmacy Service as requested. The overall responsibilities typically includes, but are not limited to:

  • Receives telephone calls from and responds to veterans, their family members and/or legal representatives regarding a broad range of topics, including medication refills/renewals, basic billing inquiries, and procedural pharmacy activities.
  • Routinely reviews computer medication profiles for therapeutic duplication, prescription noncompliance and allergies/drug reactions. Transfers identified patients to a Pharmacist or supervisor, for further evaluation, if needed.
  • Reviews patient medical record and medication profiles to identify situations of poly-pharmacy and/or abnormal laboratory findings. Reports identified patients to a Pharmacist.
  • Processes and submits patient requests for new prescription orders and renewals (including controlled substances) into the computer accurately, thoroughly and in a timely manner. Uses approved Pharmacy Service protocols when appropriate to satisfy patient medication requests. When appropriate, handles all refills, return-to-stock, and partial fill patient needs.
  • Under the supervision of a pharmacist, provides supplemental information concerning operational issues or the need for therapy compliance.
  • Professionally handles issues escalated from team members and follows guidelines to address the issue appropriately.
  • Is prompt in answering and dealing with telephone calls, supports the goal of obtaining first call resolution.
  • Maintains National Pharmacy Technician Certification.
  • Leads the training of new staff.
  • Provides training and encouragement for team members not meeting organizational goals.
  • Participates in continuous daily improvement and VISN CCC initiatives.
  • Completes additional duties as assigned.

Work Schedule: From 7:00 a.m. To 10:00 p.m., rotating shifts (7 days/week). Required to be on Call. Duty hours are flexible and variable, other tours will vary according to rotation assignment. Includes to work on weekends and holidays.

Financial Disclosure Report: Not required

Travel Required

Not required

Supervisory status


Promotion Potential


  • Job family (Series)

0661 Pharmacy Technician

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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


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 or Experience: A high school diploma or equivalent; or at least 3 months experience.
  • Certification: Certification by the National Pharmacy Technician Certification Board (PTCB) is required at grades GS-6 and above.
  • English Language Proficiency: Pharmacy technicians appointed to direct patient care positions must be proficient in spoken and written English in accordance with chapter 2, section D, paragraph 5a, this part.
  • Grandfathering Provision. The following is the standard grandfathering policy for all Title 38 hybrid qualification standards. Some of these provisions may not apply to this occupation. Please carefully review the qualification standard to determine the specific education and/or licensure/certification/ registration requirements that apply to this occupation.
  • Physical Requirements: See VA Directive and Handbook 5019.

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).

  • All persons 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. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply.
  • Such employees in an occupation that does not require a licensure/certification/registration, may be reassigned, promoted, or demoted within the occupation.
  • Such employees in an occupation that requires a licensure/certification/registration, may be reassigned, promoted up to and including the full performance (journey) level, or demoted within the occupation, but may not be promoted beyond the journey level or placed in supervisory or managerial positions.
  • Such employees in an occupation that requires a licensure/certification/registration only at higher grade levels must meet the licensure/certification/registration requirement before they can be promoted to those higher grade levels.
  • Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.
  • Employees initially grandfathered into this occupation, who subsequently obtain additional education and/or licensure/certification/registration that meet all the basic requirements of this qualification standard must maintain the required credentials as a condition of employment in the occupation.
  • If an employee who was retained in an occupation listed in 38 U.S.C. 7401(3) under this provision leaves that occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Grade Determinations: In addition to the basic requirements for employment, the following criteria must be met when determining the grade of candidates:


(a) Experience: One year experience at or equivalent to the next lower level, (GS-06) and must fully meet the KSAs at the next lower level, which include, but are not limited to; Ability to solve problems and make recommendations, e.g., troubleshoot operational problems and refer for appropriate action; Knowledge of the operation and care of automated equipment;. Knowledge of, and ability to follow, written instructions for compounding with aseptic technique for hazardous materials such as oncology agents.

(b) Certification: PTCB certification is required at this grade level and above.

(c) In addition, the candidate must demonstrate the following technical KSAs:

Demonstrated Knowledge, Skills, and Abilities

a. Ability to evaluate, analyze workflow and coordinate work activities.

b. Ability to independently gather, evaluate, and analyze data to generate reports and/ or for other projects/ statistical purposes.

c. Knowledge of pharmacy policies and procedures sufficient to train and orient new employees and other staff.

d. Comprehensive knowledge of the operation and care of specialized pharmaceutical equipment.

e. Comprehensive knowledge of the procurement and formulary process.

f. Comprehensive knowledge of investigational drug policies and procedures.

g. Comprehensive knowledge of controlled substance policies and procedures, and the ability to identify and investigate discrepancies in these policies and procedures.

h. Comprehensive Knowledge of, and ability to, analyze data in VA information systems.

(d) Assignments: For all assignments above the full performance level, the higher-level duties must consist of significant scope, complexity (difficulty), and range of variety, and be performed by the incumbent at least 25% of the time. Pharmacy technicians at this grade level may be assigned as a supervisor; lead technician in a particular area of the pharmacy; a controlled substance technician; an investigational drug technician; a procurement/inventory management technician; a clinical pharmacy technician; or similar assignment with this level of complexity. The GS-7 level is for select, complex pharmacy technician positions, as established by each health care facility. To be advanced, employees must meet all of the following standards, provided the standard is part of their assignment.

References: VA Handbook 5005-15, Part II, Appendix G28. PHARMACY TECHNICIAN QUALIFICATION STANDARD.

The full performance level of this vacancy is GS-07.

Physical Requirements: The incumbent will perform the duties of this assignment in a standing, bending, stooping or sitting position for prolonged periods of time. May require climbing on stools/ladders, and/or lifting or carrying pharmaceutical supplies weighing up to 40 pounds. The incumbent may be exposed to the element's characteristic of the season. The incumbent will operate all equipment in a safe manner and actively support the Pharmacy Contact Center.


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: 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:

Keywords: Department of Veterans Affairs, Largo , Lead Pharmacy Technician (Pharmacy Contact Center) VISN 8 CCC, Other , Bay Pines, Florida

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