Job Description

Job Title: Pharmacy Service Representative -Medication Therapy Management (Customer Service Representative)
Job ID: 1800005T
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Day Job
Facility: UPMC Health Plan
Department: RxAnte Cost Center
Location: 600 Grant St, Pittsburgh PA 15219

Description

UPMC Health Plan is currently hiring a full-time Customer Service Representative to join our Medication Therapy Management team.  This role will support the provision of pharmaceutical care through member, pharmacy, and provider interactions to discuss and resolve medication related issues. These services will be provided in compliance with state and federal regulations, NCQA standards, the mission, policies and procedures of UPMC Health Plan and the Pharmacy Department.

 

Our employees receive comprehensive benefits, and have ample opportunities for growth and advancement.  After joining our team, you will receive extensive pharmacy training which will allow you to provide best in class service to our members.  This position will work variable shifts including evenings and weekends. 

 

Responsibilities:
  • Adhere to organizational procedures, including ensuring secure privacy and confidentiality as required by HIPAA, employing effective communication methods to maintain call control, documenting appropriate comments, and acting in alignment with all State Regulations and Federal Laws.
  • Assist in the training of pharmacy personnel and students.
  • Complete appropriate documentation regarding interventions.
  • Complete calls efficiently and with high quality to meet call center key performance metrics.
  • Engages in the execution of medication therapy management protocols through interventions with members, pharmacies, and providers.
  • Ensures first call resolution to effectively resolve member needs and concerns.
  • Maintain all patient information and records. Maintain the pharmacy computer system as required.
  • Participate in departmental quality improvement activities, including clinical opportunities as well as operational efficiencies in order to continually improve and evaluate pharmaceutical care as reflected by operational and patient care indicators.
  • Receive inbound calls from and deploy outbound calls to members, pharmacies, and physicians determining the appropriate action and understanding the appropriate cases to escalate to a pharmacist.
  • Remains current on departmental policies, procedures, formularies, and regulatory standards.
  • Supports the pharmacist with completion of comprehensive medication reviews through pre-work up and case preparation.

Qualifications

  • Completion of High School Diploma or equivalent. 
  • Bachelor’s Degree preferred. 
  • Minimum one year customer service and/or call center experience. 
  • Certified pharmacy technician preferred. 
  • Excellent organizational, interpersonal, and communication skills.
  • Previous call center experience preferred.
  • Salary Range: $14.53 to $22.86

    Union Position: non union

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