Pharmacy Technician

Job Summary
Position Summary

We are seeking Certified Pharmacy Technicians to support the Department of Veterans Affairs VISN 22 Clinical Contact Center (CCC) Pharmacy Service. As part of an interdisciplinary healthcare team, the Pharmacy Technician handles inbound pharmacy calls from Veterans, physicians, and other healthcare professionals, processing prescription requests and resolving medication-related inquiries with a focus on First Contact Resolution (FCR). This is a 100% remote position performed from an approved alternate worksite within 50 miles of the Albuquerque VA facility, using Government-furnished equipment.

Location: Remote – candidates must reside within a 50-mile radius of the New Mexico VA Health Care System, 1501 San Pedro Drive SE, Albuquerque, NM 87108

Position Type: Full-time (40 hours/week)

Anticipated Start: On or about September 16, 2026 (base year through September 15, 2027, plus one option year)
Schedule

- The CCC operates 24/7/365; technician shifts vary between 6:00 AM and 11:00 PM Pacific Time based on staffing and workload needs.

- Shifts are 8-hour tours with a minimum 12-hour rest period between shifts; work is limited to five days per week.

- Weekend and holiday coverage may be required based on staffing needs.

Primary Responsibilities
Key Responsibilities

- Process and submit patient requests for new prescriptions and renewals, including controlled substances, accurately and in a timely manner using approved CCC pharmacy protocols.

- 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.

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