Contact Representative
What you'd do
This position is located in Pharmacy Services, Pharmacy Customer Care (PCC) Call Center. The primary purpose of the position is to resolve issues and concerns of veterans, veteran family members and/or legal representatives, the public, and VA employees concerning pharmacy support activities and administrative processes related to pharmacy services provided to our nation's veterans.
Major duties
The Contact Representative receives telephone calls from veterans, their family members and/or legal representatives concerning routine and non-routine pharmacy/prescription-related issues and inquiries. The Contact Representative performs necessary verification procedures to ensure valuable patient information remains secure and to obtain customer information for such requirements as eligibility verification and benefit-related issue resolutions. Major duties include, but are not limited to: Receive telephone calls from and respond to veterans, their family members and/or legal representatives concerning routine and non-routine pharmacy/prescription-related issues and inquiries. Provide comprehensive explanation of Pharmacy Customer Care processes and benefits that the PCC provides. Processes medication refills. Processes view alerts to request renewals of medications that are expired or out of refills. Tracking status of prescriptions. Educating veterans on obtaining refills. Processing medication refill requests. Providing appointment information. Discussing or sending out correspondence. Perform research and referrals for customers issues/inquires. Prepare case documentation based on caller's inquires Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met. Selection at a lower grade level does not guarantee promotion to the full performance level. Work Schedule: Full time, 40 hours per week/8 hours per shift. This is a 24-hour, 7-day per week call center, to include days, nights, evenings, weekends, and holidays. Tour of duty based on organizational needs and determined by seniority, most new employees will work evening, night, and weekend hours. Official tour of duty will be selected based on business needs and will start after training is completed. Position Description/PD#: Contact Representative/PD06844A and PD06845A Financial Disclosure Report: Not required 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. Virtual: This position may be authorized for Virtual Work. Virtual Work eligibility is for current VA employees that are already subject to the return to in person work mandate in their current position. Definition of Virtual Work: Employee works outside of original hiring duty station at VA-owned or leased space. Return to Office (RTO): RTO mandates are in affect and selectees will be required to report to in person work unless they have an approved exemption already in place. Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not required.
What you need to qualify
To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 08/18/2026. 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-06 position you must have served 52 weeks at the GS-05 grade level. 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. GS-05 Grade Level: You may qualify based on your experience and/or education as described below: Specialized Experience: You must have one year of specialized experience equivalent to at least the next lower grade GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Prepare oral/written responses to internal and external customers; Perform data entry in various computer systems; Provide customer service to customers/patients ~OR~ Education (TRANSCRIPTS REQUIRED): Applicants may substitute education for the required experience. To qualify based on education for this grade level you must have completed four (4) years of education above a high school level in any field for which high school graduation or the equivalent is the normal prerequisite ~OR~ Combination of Education and Experience (TRANSCRIPTS REQUIRED): Applicants may also combine education and experience to qualify at this level. You must have an equivalent combination of specialized experience and education beyond high school to meet the total experience requirements. (i.e. 6 months of specialized experience and 3 years of education above the high school level). For GS-5 level positions, only education in excess of the first 60 semester hours (i.e., beyond the second year) is creditable toward meeting the combination with specialized experience requirement. One full academic year of study (30 semester hours) beyond the second year is equivalent to 6 months of specialized experience. GS-06 Grade Level: 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 GS-04 in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Ability to research and apply knowledge on regulations, policies, and/or procedures; Perform data entry in various computer systems; Provide customer service to customers/patients. 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/.
Before you apply
Federal applications are different: your resume should be 3–5 pages and mirror the language of this announcement. Read our federal resume guide first — it's the #1 reason qualified people get screened out.
Don't miss the next one.
Get an email the moment a similar federal job opens — postings can close in as little as 5 days.