University of Massachusetts Medical School Pharmacy Technicians - Call Center in Shrewsbury, Massachusetts

Clinical Pharmacy Services (CPS) is seeking 20 full time Call Center Pharmacy Associates to handle live calls from members and occasionally prescribers and pharmacists to provide information regarding client initiatives. The incumbent of this position may also review requests for Medication Therapy Management and prior authorization under the guidance of a licensed pharmacist.

Under the direct supervision of the Associate Director or designee, the Pharmacy Associate I functions as a team member of the outreach programs within Clinical Pharmacy Services (CPS). CPS is responsible for administering client-specific programs to provide clinical pharmacy expertise with regard to member prescriptions.


  • Handle outbound and inbound phone calls to members, prescribers and pharmacists regarding client specific work.

  • Record call information into a phone/pharmacy system or a client specific database.

  • Perform support tasks specific to the outreach programs within CPS including obtaining appropriate information from client or internal database(s).

  • May provide real time information via telephone to physicians and pharmacists regarding questions concerning initiatives involving member prescriptions.

  • Review clinical documentation against applicable criteria submitted by prescribers to determine approval or denial of requests for prior authorization.

  • Decide in real time via telephone communications with pharmacies the authorization of denial of certification requests for prescription medications.

  • Assist CPS staff with data entry and monitoring/researching member profiles for client projects and ad hoc reports.

  • May assist CPS consultant pharmacist with obtaining and disseminating information concerning upcoming appeals.

  • Participate in quality improvement initiatives within CPS.

  • Attend CPS staff meetings and in-service programs as requested.

  • Perform other duties as required.


  • Certification with no pharmacy experience or 1 year pharmacy or drug utilization review experience


  • Bilingual preferred

  • Prior customer service experience

Working Title: Pharmacy Technicians - Call Center

Requisition Number: 2016-26375

Shift: Day

Union Code: Union Position-W28-SHARE

External Company Name: University of Massachusetts Medical School

External Company URL:

UMass Medical School is committed to being an equal opportunity and affirmative action employer and recognizes the power of a diverse community. We encourage applications from protected veterans, individuals with disabilities and those with varied experiences, perspectives and backgrounds to consider UMass Medical School as their employer of choice.

Review of applications will begin immediately and the position will remain open until filled.