Virtual Technician

Position Summary
The Virtual Pharmacy Technician plays a vital role in supporting pharmacy operations by remotely and efficiently processing electronic prescriptions and managing workflow queues. Working behind the scenes, this position helps ensure accuracy, timeliness, and consistency in prescription processing so in-store teams can focus on patient care and customer-facing services. The Virtual Pharmacy Technician serves as a knowledgeable, reliable partner to pharmacy locations throughout the day.

Essential Functions of the Job

• Process electronic prescriptions efficiently as they are received in the pharmacy queue.

• Review and resolve rejected prescriptions in the Review Queue.

• Submit prescriptions dated for the current day in the Submit Queue.

• Identify and resolve negative margins, documenting actions in the prescription memo.

• Contact clinics to obtain patient weights for pediatric prescriptions and document appropriately.

• Prioritize prescriptions appropriately, ensuring urgent medications (e.g., antibiotics) are handled promptly.

• Communicate NDC changes clearly via chat.

• Use Hangouts for routine communication; utilize calls, faxing, or printed memos for higher-priority or detailed information.

• Review and maintain accurate drug records as part of daily workflow.

• Conduct insurance eligibility searches and review ForwardHealth Portage when coverage is unclear.

• Document patient updates, including address changes and allergy information, with date notation.

• Review patient profiles, manage autofill status, and discontinue outdated strengths or therapies.

• Ensure assigned queues are fully addressed prior to signing off each day.

• Resolve all errors or issues communicated by store teams related to assigned prescriptions.

• Fax prescribers regarding prescription issues, including prior authorizations and Medicare documentation.

• Support ongoing inventory and drug file maintenance.

• Submit tickets for dispensing software issues as needed.

• Provide excellent customer service and professional support to store teams.

Non-Essential Functions

• Perform other duties and responsibilities as assigned.

Supervisory Responsibilities

• None.

Supervisory Controls

• Position is largely self-directed in performing essential functions.

• Performance standards are established and evaluated by the supervisor.

• Major issues, policy changes, and recommendations are reviewed with the supervisor prior to implementation.

Qualifications & Skills

Education & Experience

• High school diploma or GED (required)

• 3–5 years of pharmacy experience or formal pharmacy technician training

• 6–12 months of experience within Hometown Pharmacies (preferred)

• 2 years of business, management, or leadership experience (preferred)

Knowledge & Technical Skills

• Advanced understanding of:

  • Pharmacy billing and insurance processes

  • PDMP requirements

  • Negative margin resolution

  • Bin and inventory management

• Experience processing e-scripts and refills in a queue-based workflow

• Ability to communicate effectively with clinics to obtain necessary prescription information

Attributes & Professional Competencies

• Highly organized with strong attention to detail

• Able to independently prioritize workload throughout the day

• Service-oriented mindset with a commitment to supporting store teams

• Clear, professional communicator

• Proactive problem solver

• Demonstrates empathy, compassion, and collaboration in daily interactions

• Works effectively as a partner to pharmacy locations

Work Environment

The work environment described reflects typical conditions encountered while performing the essential functions of this role. Reasonable accommodations may be made upon request.

Provided Equipment & Resources:

• Computer

• Pharmacy software programs

• Basic office supplies

• Telephone

• Supportive, friendly, and knowledgeable work environment

Professional Expectations

• Maintain and actively practice ethical business standards and compliance with pharmacy laws

• Adhere to all Hometown Pharmacy Employee Standards of Conduct

• Safeguard confidential information, including patient medical records and employment data

• Successfully complete all required training and continuing education provided by Hometown Pharmacies

Physical Demands

• Ability to sit and/or stand for the duration of the shift

• Ability to work at a computer for up to 8 hours per day

• Ability to lift and carry up to 20 pounds
  (Reasonable accommodations may be made upon request.)

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.