Job Description

Job Title: Pharmacy Trainer- Medication Therapy Management
Job ID: 684204
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: UPMC Health Plan
Department: RxAnte Cost Center
Location: 600 Grant St, Pittsburgh PA 15219


Do you have a strong training background with experience in a call center, medication therapy management, or clinical services?  If so, an opportunity as a Trainer with UPMC Health Plan's Medication Therapy Management team may be the perfect fit for you.  The Trainer is responsible for planning, designing, coordinating, and delivering training on clinical knowledge, pharmacy technician training, and operational efficiencies, including pharmacy call center protocols to new and existing employees for medication therapy management services.  This position will work variable shifts including evenings and weekends.

  • 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.
  • Assemble and implement departmental policy and procedure to support objectives.
  • Complete appropriate documentation regarding interventions. Supports the pharmacist with completion of comprehensive medication reviews through pre-work up and case preparation
  • Complete calls efficiently and with high quality to meet call center key performance metrics.
  • Coordinate all aspects of the training process, including industry research, materials development, program delivery, student testing, and assessment.
  • Create, develop, and maintain reporting programs to support call center quality. Maintains work activity reports, employee training profiles; submits reports as required.
  • Design, develop, and deliver training programs on clinical knowledge, pharmacy technician training, and operational efficiencies, including pharmacy call center protocols to new and existing employees for medication therapy management services These programs should be targeted to the specific positions and services offered within the department.
  • Develop and implement methods to assess current and future staff training requirements; make recommendations to management regarding program requirements and costs.
  • Engage 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.
  • Maintains a positive classroom environment for staff members to support the experience, skill, knowledge, and capabilities of employees.
  • 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.
  • Remain current no departmental policies, procedures, formularies, and regulatory standards.
  • Serve as a role model of Service Excellence by providing quality training and development services that are responsive to client needs, proactive in scope and accessible in nature. Responds to the needs of individual employees, departments, or clients with courtesy, respect, and a positive outlook that reflects the team effort of the department.
  • Work cooperatively with management as a performance consultant in order to ensure business goals are being achieved.


  • Completion of High School Diploma or equivalent, college degree preferred.  
  • Two years of experience in a customer service call center, MTM or related clinical services experience preferred. 
  • Experience in the delivery of staff training programs preferred. 
  • Experience in methods and techniques of adult education with demonstrated success. 
  • Excellent organizational, interpersonal, and written communication skills. 
  • Strong leadership skills and independent decision-making abilities a must. 
  • Expert process and project management skills required. 
  • Proficiency in Microsoft Office products is essential.

Licensure, Certifications, and Clearances:
UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $19.70 to $32.88

Union Position: No

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