Answer telephone calls from patients, physicians, and healthcare professionals; use computerized prescription profiles to respond to inquiries within the technician scope of knowledge.
Document patient and staff interactions appropriately, including in the Computerized Patient Record System (CPRS) when required.
Respond to questions regarding expired, deleted, discontinued, or unavailable prescriptions; escalate professional-scope inquiries to a pharmacist.
Verify patient identity using two identifiers before communicating patient health information.
Meet national performance metrics and quality monitoring standards for inbound call management.
Follow pharmacy phone center scripting; handle, transfer, and hold calls efficiently and professionally.
Treat all Veterans with respect and dignity, resolving concerns at first contact whenever possible and referring to other VA resources as needed.
Seek assistance from Team Lead Technicians, pharmacists, or supervisors for unusual questions or unresolved caller concerns.
Maintain EHR access for all serviced sites and comply with all regulations governing access to computerized files.
Maintain active national pharmacy technician certification; complete additional duties as assigned.
Minimum Qualifications
Required Qualifications
Active national certification as a Pharmacy Technician: PTCB Certified Pharmacy Technician (CPhT) or NHA Certified Pharmacy Technician (ExCPT). Certification must remain current and active throughout employment.
Graduate of an academic pharmacy technician training/educational program.
High school diploma or GED.
Minimum one (1) year of customer service-related experience.
Ability to read, write, speak, and understand English fluently (38 U.S.C. 7402(d), 7407(d)).
Ability to perform basic mathematical calculations.
Advanced typing and PC skills.
Ability to sit or stand for extended periods (up to 8 hours), stoop, reach upward, and perform repetitive motions inherent to the role.
Pre-Employment & Compliance Requirements
Successful completion of VA fingerprinting, background investigation, and PIV sponsorship with two forms of approved photo ID prior to first day of work.
Credentialing through VetPro and approval by the VISN 22 facility boards (allow approximately 60 days for credentials review).
Proof of negative TB (PPD) test current within the past year (chest x-ray required if positive); repeated annually.
Proof of measles, mumps, and rubella immunization, or a rubella titer of 1.8 or greater.
Completion of all VA-mandated TMS training (e.g., Privacy & Information Security, HIPAA) prior to start and annually thereafter.
Must not appear on the HHS OIG List of Excluded Individuals/Entities.
Must meet all citizenship/work authorization requirements; employment is contingent on E-Verify.
Training & Equipment
An 80-hour onboarding/training period is provided to learn VA computer systems, processes, policies, and standards.
Government-furnished equipment provided: laptop, docking station, two monitors, keyboard, mouse, and PIV card.
Employee must maintain an approved alternate worksite suitable for remote patient-care work within 50 miles of the Albuquerque VA facility.
Physical Requirements
Physical Requirements: While performing the duties of this job, the employee is regularly required to sit for extended periods, use a computer keyboard and mouse, and communicate verbally and in writing. The employee may occasionally need to stand, walk, bend, or lift up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.
About Aptive
Arrow ARC supports Veterans Health Administration facilities and offices across the U.S. with health care staffing and program support via the 10-year Integrated Critical Staffing Program (ICSP). We provide staffing solutions to address critical shortages in VHA medical facilities caused by turnover, recruitment issues, seasonal needs, surges or emergencies.
Arrow is a certified Service-Disabled, Veteran-Owned Small Business joint venture between Artemis ARC and Aptive Resources, two award-winning companies that share an agile, mission-focused, results driven approach in the federal sector. Arrow provides management consulting services and specializes in working with federal government agencies like the Department of Veterans Affairs and Office of Personnel Management.
EEO Statement
Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.
Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.
