The VISN CCC Pharmacy Supervisor manages the day-to-day operations of the VISN CCC Pharmacy Service and serves as the immediate supervisor for pharmacists, pharmacy technicians, and pharmacy CCC unit support staff. Duties include but are not limited to planning, organizing and reviewing work, resolving personnel matters, dealing effectively and professionally with employees and union representatives in regard to employee-management concerns, and administering annual performance appraisals. POSITION: VISN 5 Pharmacy Supervisor (Clinical Contact Center), GS-660-13 SUPERVISOR-CLINICAL CONTACT CENTER 1) Implements and supervises VISN 5 CCC Pharmacy program 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. 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. ADMINISTRATIVE 1) Interfaces with internal and external stakeholders to prioritize assigned pharmacy projects. 2) Evaluate literature sources supporting innovative healthcare system solutions and apply external data to support VA initiatives using educational, promotional, high reliability organization, and system redesign principles. 3) Maintains an effective liaison with other professional disciplines within the individual facilities and VISN office. Collaborates with service line leadership to effect change in the management of the drug benefit to optimize prescribing practices. 4) Coordinates Network pharmacy responses, reports, and/or correspondence regarding pharmacy benefits and assigned programs to the Network Leadership, VACO, federal and state agencies and congressional inquiries as assigned. 5) Ensures compliance with external peer review, risk management, and JC standards regarding medication use. EDUCATION 1) Actively market, deploy, train and educate appropriate facility staff on implementation and use of VISN 5 CCC. 2) Educate and train appropriate VISN and facility staff in the use of VISN and national data tools for call center performance measure tracking, trending and analysis. 3) Monitor the effectiveness and efficiency of VISN pharmacy CCC. 4) Serve as an expert resource of Pharmacy Call Center information for VISN and facility pharmacy staff. PERFORMANCE MEASURES 1) Maintains current knowledge, responsibility, understanding, and oversight of all VISN 5 PBM, local and national performance measures in areas of assignment which include, but are not limited to: a. First Call Resolution maximization b. Abandonment Rate=5% c. Average Speed of Answer=30 seconds d. Customer Service/Satisfaction 2) Reviews and uses dashboards to ensure and project compliance with performance, measures, and to provide population-based management to meet measures. OUTCOMES 1) Incumbent is also expected to be an active participant in VISN 5 councils and committees. Incumbent will work effectively with VISN staff, Quality Managers, clinicians and informatics champions. Every effort will be made to convey information to the local facility to improve outcomes consistent with performance initiatives. This will require coordination with different staff at each VISN facility to accomplish goals. WORK SCHEDULE: Full-Time, Monday-Friday: 8:00 am-4:30 pm In frequent changes to tour may be required to fulfill supervisory and CCC oversight requirements. TELEWORK: Available (According to agency policy) FUNCTION STATEMENT: VISN 5 Pharmacy Supervisor (Clinical Contact Center) TRAVEL: 25% or less, period travel to VISN 5 sites may be required in support of Pharmacy CCC support. VIRTUAL: This is a virtual position where the selectee must reside within the VISN 5 geographical area. RELOCATION/RECRUITMENT INCENTIVES: Not authorized FINANCIAL DISCLOSURE REPORT: N/A
Providing Health Care for Veterans: The Veterans Health Administration is America’s largest integrated health care system, providing care at 1,255 health care facilities, including 170 medical centers and 1,074 outpatient sites of care of varying complexity (VHA outpatient clinics), serving 9 million enrolled Veterans each year.