Customer Service Representative-Pharmacy MTM Services- Temporary
About the position Are you someone who loves helping others, enjoys solving problems, and wants to make a real impact on members’ health? If so, you might be the perfect fit for our Medication Therapy Management (MTM) team at UPMC Health Plan. We’re looking for a full-time Pharmacy Customer Service Representative who’s ready to bring empathy, energy, and excellence to every interaction. In this role, you'll be at the heart of ensuring members receive the medication support they need—while growing your skills through comprehensive training and meaningful career opportunities. Why You’ll Love This Role A predictable Monday–Friday schedule with daylight hours (8-hour shifts between 9:00 a.m.–7:00 p.m.) so you can plan your time and maintain work-life balance. Your initial shift will be 11:00 a.m.–7:00 p.m., with the opportunity to move to a 9:00 a.m.–5:00 p.m. shift as the team grows. Hybrid work environment: You will work primarily remote, with occasional travel to the office as needed for technical support, equipment needs, or other operational requirements. Occasional Saturday rotation—typically twice per quarter. Extensive pharmacy training to set you up for success, even if you’re new to medication therapy management. Outstanding UPMC benefits and plenty of room to grow your career. What You’ll Do This role puts you at the intersection of service, pharmacy support, and patient care. You’ll support medication therapy management by connecting with members, pharmacies, and providers to help resolve medication-related issues and ensure high-quality service. What This Role Means for You You won’t just be answering calls—you’ll be part of a team that directly improves the health and well-being of our members. You'll gain valuable pharmacy experience, grow your professional skill set, and play a key role in delivering best‑in-class care. If you’re passionate about helping people, eager to learn, and excited to join a supportive and mission-driven team, we’d love to meet you.
Responsibilities
- Handle inbound and outbound calls with efficiency, empathy, and quality—meeting key call center performance goals.
- Stay up to date on department policies, procedures, formularies, and regulatory standards.
- Determine the appropriate next steps for each call and recognize when to escalate issues to a pharmacist.
- Support pharmacists by preparing and organizing information for comprehensive medication reviews.
- Maintain accurate patient records and keep the pharmacy computer system updated.
- Protect member privacy by adhering to HIPAA and all state/federal laws.
- Strive for first-call resolution, ensuring our members feel heard, supported, and confident.
- Carry out MTM protocols in collaboration with members, providers, and pharmacies.
- Participate in ongoing quality improvement activities to enhance operational and clinical performance.
- Assist with training new team members and pharmacy students.
- Document all interventions clearly and accurately.
Requirements
- Completion of High School Diploma or equivalent.
- Minimum 1 year customer service and/or call center experience.
- Excellent organizational, interpersonal, and communication skills
Nice-to-haves
- Certified pharmacy technician preferred.
Benefits
- A predictable Monday–Friday schedule with daylight hours (8-hour shifts between 9:00 a.m.–7:00 p.m.) so you can plan your time and maintain work-life balance.
- Your initial shift will be 11:00 a.m.–7:00 p.m., with the opportunity to move to a 9:00 a.m.–5:00 p.m. shift as the team grows.
- Hybrid work environment: You will work primarily remote, with occasional travel to the office as needed for technical support, equipment needs, or other operational requirements.
- Occasional Saturday rotation—typically twice per quarter.
- Extensive pharmacy training to set you up for success, even if you’re new to medication therapy management.
- Outstanding UPMC benefits and plenty of room to grow your career.
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