Under the direction of the Senior Director of Certification Operations, this position will manage key day-to-day operations of PTCB’s certification programs, including application and request processing, eligibility and testing accommodations determinations, exam authorizations, results importing, audits, granting certification and discipline-related matters. Primary responsibilities include: maintaining policy and procedure documentation; identifying needs and recommending process changes; defining and monitoring operations compliance metrics; implementing PTCB policies with regard to certification and recertification of applicants; troubleshooting applicant issues; managing the workload of supervised staff and providing team leadership.
Essential Duties and Responsibilities
Staff Management and Other Duties - (30%)
Assign and manage staff workloads based on application trend data.
Assist with creating regular and ad hoc reports for internal and external use.
Provide leadership and motivation to supervised staff.
Fulfill supervisor HR responsibilities, e.g., monitor time and attendance of assigned staff, provide performance feedback and coaching, etc.
Work collaboratively with other staff and departments on special projects as assigned.
Other duties as assigned.
Process Analysis and Program Policies Implementation - (40%)
Create and maintain documentation for certification operations procedures.
Analyze internal processes and recommend improvements to increase accuracy, efficiency, effectiveness, and customer satisfaction.
Define, track, and interpret operational metrics to aid the continual evaluation of program effectiveness and efficiency.
Collaborate with IT and CRM Products Manager to define application and processing system changes to increase internal efficiency and/or customer experience.
Create and maintain communications for candidates/recertificants and collaborate with the Communications team to ensure messaging aligns with PTCB’s communications plan.
Investigate and resolve application problems and errors escalated from the customer service team.
Respond to escalated candidate complaints and ensure that certification appeals are processed according to PTCB policies.
Ensure the accuracy and utility of candidate and certificant facing documents and information, including but not limited to, website content, Candidate Guidebook content, and application content.
Manage third-party background checks pertaining to certification and recertification audits.
Interpret and apply PTCB policies pertaining to certification and recertification.
Identify deficiencies in PTCB policies for candidates and certificants and make recommendations for improvements.
Conduct Case Management - (15%)
Monitor conduct alerts from the National Association of Boards of Pharmacy (NABP) and State Boards of Pharmacy (BoP).
Initiate and manage conduct cases per charge statements, NABP alerts, BoP discipline orders, and PTCB investigations.
Draft, send, and track conduct case correspondence (electronic and hard copy).
Collaborate with customer service staff to ensure individuals receive case-related correspondence and that replies/inquiries to PTCB are handled appropriately.
Conduct investigations and source verification as needed to support case resolutions and decisions.
As authorized, collaborate with legal counsel.
Recommend and prepare case decisions for review.
Track case volume and statuses and provide reports for internal and external consumption (e.g., NCCA annual report, ANSI, Certification Council).
Assist with investigations of candidate misconduct related to PTCB intellectual property (i.e., logo, etc.) and alleged violations of exam policies.
Organize meetings, provide support for, and keep minutes for the Conduct Review and Conduct Appeals Committees, as needed.
Use a variety of techniques to evaluate the effectiveness of exam delivery vendor’s enforcement of standardized testing protocol (e.g., review reports, mystery shop, etc.).
Analyze test center incident reports to identify problems for resolution.
Work with exam delivery vendor to resolve test center problems and complaints.
Ensure certificate vendor fulfills certificate orders in a timely manner.
Prepare reports and memos on QA activities (i.e., incident reports, mystery shops, compliance metrics, etc.) for senior staff and PTCB’s Certification Council.
Competencies: To perform the job successfully, an individual should demonstrate the following.
Achievement Focus - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and act upon opportunities. Sets and achieves challenging goals. Takes calculated risks to achieve goals.
Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
Managing People - Provides direction and gains compliance. Includes subordinates in planning. Takes responsibility for subordinates' activities. Makes self available to subordinates. Provides regular performance feedback. Develops subordinates' skills and encourages growth.
Planning and Organization – Integrates changes smoothly. Plans for additional resources. Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner.
Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem-solving situations.
Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Three years of program management, or similar experience, with increasing responsibility.
One year of professional supervisory experience.
Acceptable degree concentrations: Business Administration, Communications, Psychology, Sociology, Education or similar.
Five years of program management, or similar experience, with increasing responsibility.
Three years of professional supervisory experience.
Knowledge of supervision principles and best practices.
Additional Salary Information: Please include salary requirements.
About Pharmacy Technician Certification Board
PTCB was established in 1995 by the American Pharmacists Association; American Society of Health-System Pharmacists; Illinois Council of Health-System Pharmacists; and Michigan Pharmacists Association; and joined by the National Association of Boards of Pharmacy in 2001. PTCB advocates for a single national standard for pharmacy technician certification that is recognized and supported by the profession. Establishing a national standard for pharmacy technician certification is consistent with the approach used by other health professions, including the pharmacist licensure process.
PTCB advances medication safety by certifying technicians who are qualified to support pharmacists and patient care teams in all practice settings.
PTCB sets the standard for certification of pharmacy technicians that improves medication safety and patient care.
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