Who We Are

Founded in 1995, PTCB advances medication safety by credentialing pharmacy technicians qualified to support pharmacists and patient care teams in all practice settings. PTCB serves more than 300,000 active PTCB Certified Pharmacy Technicians (CPhTs) and offers an expanding suite of credentials.

We want you to enjoy working here, so we invest in training that helps you do your job better, offer a generous benefits package, plan social events to connect with your colleagues, and encourage you to enjoy your scheduled paid time off.

PTCB is dedicated to fostering an environment where everyone feels valued, respected, and supported. Our commitment to fairness and belonging is reflected in our hiring practices, organizational policies, and engagement with pharmacy professionals across the country.

Who You Are

You have strong investigative instincts and a keen eye for details. You excel at reviewing data, conducting thorough investigations, and communicating findings clearly through reports and correspondence. You can connect the dots, proactively identify issues and trends, are an excellent problem-solver, comfortable navigating legal and compliance frameworks, and are skilled at using technology tools for monitoring. You thrive in collaborative environments where you can coordinate with multiple stakeholders while maintaining strict confidentiality. You possess a high degree of organization, time management, and the ability to pivot toward competing priorities.  

Position Description

This position is responsible for proactive and reactive security measures designed to protect PTCB’s exam content. Additionally, this position will be responsible for key aspects of quality control pertaining to exam administration and reporting of results to candidates. Under the direction of the Associate Director of Credentialing Operations, primary responsibilities of the position include: reviewing reports and data from candidates and test administrator employees; importing exam results and releasing credentials, monitoring compliance with standardized testing protocols, policies, and procedures; investigating possible candidate misconduct; utilizing web tools to monitor for the exposure of copyrighted materials; and providing ad hoc support to the Credentialing Operations and Test Development departments.

Essential Functions and Basic Duties

Function 1: Safeguard Intellectual Property (75%)

• Enforce the Trademark and Certification Mark enforcement procedures.

• Work closely with exam security vendor to monitor web content, social media, and other sources (e.g., exam preparation companies’ publications and activities for copyright infringement). 

• Collaborate with the exam administration vendor’s security team to research and investigate exam sessions. 

• Investigate reports of candidate misconduct during exam administration sessions and report findings to management. 

• Coordinate and collaborate with stakeholders to resolve exam incidents. 

• Draft and send candidate exam violation communications. 

• Maintain documentation of PTCB’s security policy and procedures.

• Gather and maintain confidentiality and other legal agreements from PTCB volunteers and staff.

• Follow industry security trends to identify future areas of concern. 

• Work with the PTCB communications team to inform stakeholders of standards for acceptable behavior.

• As authorized, collaborate with legal counsel.

Function 2: Exam Quality Assurance (25%)

• Review and analyze exam administration case reports to identify problems for resolution.

• Review exam session irregularities (i.e., group scheduling data).

• Respond to escalated candidate complaints and ensure that requests are processed according to PTCB policies.

• Import results data and reconcile records in PTCB’s certification management system.

• Work with exam administration vendor to resolve problems and complaints.

• Use a variety of techniques to evaluate the effectiveness of exam administration vendor’s enforcement of standardized testing protocol (e.g., review case reports, conduct mystery shops, etc.). 

• Draft reports and memos on QA activities for senior staff and PTCB’s Certification Council.

• Assist with other department functions as assigned.

Minimum Qualifications

• Bachelor's degree from a four-year college or university

• At least three years of experience in an analyst or investigator role (i.e., reviewing data/case studies, writing and delivering reports)

• One year of data analysis or data management experience. 

• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Write routine reports and correspondence. Speak effectively before groups of customers or employees.

• Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Compute rate, ratio and percent, and draw and interpret bar graphs.

• Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

• Proficiency with Google Workspace and Microsoft Office

• Skill in database and CRM software usage (Microsoft Dynamics 365 CRM experience a plus)

• Strong general computer skills

Required Travel

• Travel to 2 staff retreats per year is required of this position.

• Travel to test centers as needed to conduct mystery shopping.

Desired Skills/Abilities:

• Knowledge of quality assurance principles and best practices.

• Knowledge of basic data management principles and methods.

• Knowledge of certification accreditation standards (e.g., NCCA, ANSI).

• Knowledge of trademark and copyright law.

• Skill in conducting and documenting investigations.

• Skill in leveraging web tools for advanced information searches.

• Skill in performing basic quantitative analysis.

• Skill in oral and written communications.

• Ability to understand, interpret, and apply policies and regulations.

• Ability to analyze problems and identify solutions.

• Ability to coordinate multiple work tasks effectively.

• Ability to attend to details in all work produced.

• Ability to work effectively in a team.

• Demonstrate initiative and commitment to quality.

• Strong customer service orientation.

• Knowledge of the business of certification.

• Ability to maintain the confidentiality of sensitive data.

Certificates and Licenses

Earn the I.C.E. Credentialing Specialist Certificate and/or the I.C.E. Certified Credentialing Professional (ICE-CCP) certification within the first 1-3 years of employment.

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.     

• 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. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.

• 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. Works well in group problem-solving situations.

• Teamwork - Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback.