Lead Contact Representative

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 fo