Job Listing
Lead Contact Representative
Veterans Health Administration · Posted 4 days ago
Hybrid Topeka, KS $50K – $67K Apply by Jun 9, 2026 Contact Representative ESFJINFJISFJISTJ Healthcare
Apply for this job → About the Role
This position is located within the VHA Member Services (MS), Health Resource Center (HRC), Clinical Services (CS) under Pharmacy Customer Care (PCC). The primary purpose of the position is to respond to questions and resolve issues pertaining to administrative support of medical center pharmacies during inbound and outbound correspondence and to provide guidance and assistance to junior staff through monitoring and coaching.
What You'll Do
- →Major duties include, but are not limited to: Receives telephone calls from and responds to veterans, their family members and/or legal representatives concerning basic billing inquiries by responding to their questions and concerns and resolving administrative pharmacy activities.
- →Processes request renewal medications that are expired or out of refills; tracks status on prescription; educates Veteran in obtaining refills; provides appointment information; sends correspondence; provides information on returned medication policy; and explains how to obtain copies of medication profiles.
- →Determines most appropriate action and identifies alternatives in resolving issues through in-depth research, interprets and analyzes master record information contained within the VistA system and other systems of records.
- →Evaluates, updates, and modifies master record information contained within the VistA system per established business policies and guidelines.
- →Prepares well-defined case notes when follow-on actions are required, available resources are insufficient to answer the caller's inquiry, and/or additional research is required.
- →Ensure that the organization's strategic plan, mission, vision and values are communicated to the team and integrated into the team strategies, goals, objectives, work plans and work products and services.
- →Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion Articulate and communicate to the team the assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion.
- →Research, learn and apply a wide range of qualitative and/or quantitative methods to identify, assess, analyze and improve team effectiveness, efficiency and work products.
- →Work Schedule: Full-time, 40 hours per week.
- →This call center operates 24/7/365 and your shift will be anytime between Sunday through Saturday, including nights.
- →Hours are TBD, based on business needs.
- →Remote: This position is not authorized for Remote work.
- →Telework: This position may be authorized for Telework.
- →Telework eligibility will be discussed during the interview process.
Requirements
- ✓You must be a U.S.
- ✓Citizen to apply for this job To be considered for this position, you must complete all required steps in the process.
- ✓In addition to the application and questionnaire, this position requires an online assessment.
- ✓The online assessment measures critical general competencies required to perform the job.
- ✓Selective Service Registration is required for males born after 12/31/1959 Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment.
- ✓A pre-placement physical examination is not required.
- ✓Subject to background/security investigation Selected applicants will be required to complete an online onboarding process.
- ✓Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
- ✓Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
- ✓Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP) As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
- ✓In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
- ✓Upon completion of your probationary period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.
- ✓There is no educational substitution at this grade level.
Personality Fit
Job ID: e94e6d8d-3145-4705-9faf-7d7d5e0c2cb9
Posted via USAJobs