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Mtm Call Center Jobs in Florida (NOW HIRING)

EmpiRx Health, LLC

Member Care Advocate

Orlando, FL · On-site

Education & Experience (Mandatory): · Pharmacy Technician Certification (CPhT) · Minimum 2 years of experience in PBM, health plan, or MTM call center environment OR 4 years in hospital/retail ...

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Mtm Call Center information

What is an MTM call center?

An MTM call center is a service center operated by Medical Transportation Management (MTM), which specializes in coordinating non-emergency medical transportation for eligible individuals. Representatives at MTM call centers assist patients, healthcare providers, and transportation providers in scheduling and managing rides to and from medical appointments. The call center also handles customer service inquiries, ride confirmations, and any issues that may arise during transportation. MTM call centers play a crucial role in helping people access healthcare services, especially those who have mobility or transportation challenges.

What are the key skills and qualifications needed to thrive as an MTM Call Center representative?

To thrive as an MTM Call Center Representative, you need strong communication skills, customer service experience, and often a high school diploma or equivalent. Familiarity with call center software, customer relationship management (CRM) systems, and sometimes healthcare or transportation management platforms is typically required. Patience, problem-solving abilities, and the capacity to handle stressful situations make someone stand out in this position. These skills and qualities are critical for efficiently resolving customer inquiries, ensuring positive experiences, and supporting organizational goals in a high-volume environment.

What are some common challenges faced by MTM Call Center representatives, and how are they supported in overcoming them?

MTM Call Center representatives often manage high call volumes and must address a diverse range of customer needs, including transportation scheduling and resolving service concerns. Common challenges include handling irate callers, adapting to frequent procedural updates, and meeting strict performance metrics. To support representatives, MTM typically provides thorough training, ongoing coaching, and access to knowledge bases or support teams. Team leads and supervisors are also available to assist with complex cases, ensuring a collaborative and supportive work environment.

What is the difference between Mtm Call Center vs Customer Service Representative?

AspectMtm Call CenterCustomer Service Representative
CredentialsHigh school diploma or equivalent; training providedHigh school diploma or equivalent; training provided
Work EnvironmentCall centers, office settings, fast-pacedOffice or remote, customer-facing roles
Industry UsageCommon in telecommunication, retail, techWidespread across various industries
Job FocusHandling inbound/outbound calls, customer supportAssisting customers, resolving issues, info provision

The main difference between Mtm Call Center and Customer Service Representative roles lies in their specific job functions and environments. Mtm Call Center positions are typically centered around call handling in a fast-paced setting, often within a dedicated call center. Customer Service Representatives may work in various settings, including offices or remotely, and handle a broader range of customer interactions. Both roles require similar credentials and are essential in customer support across industries.

What are popular job titles related to Mtm Call Center jobs in Florida?

For Mtm Call Center jobs in Florida, the most frequently searched job titles are:

What job categories do people searching Mtm Call Center jobs in Florida look for?

The top searched job categories for Mtm Call Center jobs in Florida are:

Mtm Call Center jobs near you
Infographic showing various Mtm Call Center job openings in Florida as of August 2026, with employment types broken down into 2% As Needed, 82% Full Time, 14% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution.

Member Care Advocate

EmpiRx Health, LLC

Orlando, FL • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 23 days ago

Job description


Member Care Advocate (Orlando, FL)

 

EmpiRx Health is the leading clinically-driven pharmacy benefits management company. As the pioneer in value-based pharmacy care, EmpiRx Health puts its customers and members first by enabling them to take control of their pharmacy benefits, healthcare outcomes, and financial results. 

We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients. Leveraging our newly launched, AI-powered pharmacy care platform, Clinically™, EmpiRx Health’s pharmacists and client experience teams provide the highest quality pharmacy care to our clients and their members. This enables benefits plan sponsors to keep their members healthy, happy, and productive, while substantially reducing prescription drug spending, which has been on an explosive growth trajectory in recent years.

Position Summary:

The Member Care Advocate plays a critical role in delivering high-quality, concierge-level service to EmpiRx Health members by providing administrative oversight and case management support. This role ensures timely resolution of member inquiries, escalations, and coordination between members, pharmacies, and prescribers. The position supports population health initiatives through proactive engagement and adherence to defined KPIs and service standards. By collaborating cross-functionally, the Member Care Advocate contributes to improved health outcomes, member satisfaction, and operational excellence.

What You’ll Do: 

Key Responsibilities:

Operations:

  • Manage assigned member cases using the population health management system, ensuring timely completion and accuracy
  • Serve as a liaison between members, pharmacies, and prescribers to coordinate care and resolve issues
  • Respond to member inquiries and requests in a professional and timely manner
  • Handle email communications and administrative tasks aligned with service expectations
  • Support concierge-level services and assist with member-focused projects under pharmacist supervision

Member Experience & Service Delivery:

  • Provide high-quality, consistent, and empathetic support to members
  • Resolve member escalations efficiently within defined turnaround times
  • Ensure adherence to KPIs related to call handling, case resolution, and service quality
  • Deliver best-in-class member experience through attention to detail and responsiveness

Compliance & Collaboration:

  • Follow all applicable laws, regulations, and internal processes
  • Collaborate with Clinical Account Executives and Client Management teams on member-related needs
  • Communicate effectively across internal departments to ensure coordinated care delivery
  • Maintain documentation accuracy and compliance within systems and workflows

 

What You Need:

Education & Experience (Mandatory):

· Pharmacy Technician Certification (CPhT) 
 · Minimum 2 years of experience in PBM, health plan, or MTM call center environment OR 4 years in hospital/retail pharmacy setting 
 · Strong proficiency in Microsoft Office Suite 
 · Excellent verbal and written communication skills 
 · Strong time management and ability to work in a fast-paced environment 
 · Customer service orientation with a focus on delivering high-quality member experience 
 · Ability to work onsite 5 days per week

Experience (Preferred):

· Bachelor’s degree 
 · Active Pharmacy Technician license 
 · Experience working with population health or case management systems 
 · Prior experience supporting clinical or pharmacy operations teams

Work Environment:  In Office-- M-F 11:00am-7pm

Benefits And Perks

Subject to program eligibility, this position qualifies for a robust suite of benefits including: Paid Time Off, a 401(k) program, Health Insurance including Dental & Vision coverage, Health Savings Account, and an Employee Assistance Program.

EmpiRx Health is an Equal Opportunity Employer 

At EmpiRx Health, we wholeheartedly embrace the power of diversity and the magic of inclusion. The kaleidoscope of unique perspectives, backgrounds, and talents fuels our innovation and sets us apart. We're on a mission to build a team as diverse as the world we serve, where everyone is welcome and celebrated. We're not just breaking down barriers; we're actively erasing them to create an environment where opportunity knows no bounds. In unity, we find our strength and invite individuals from all walks of life to join us in our exhilarating journey to shape a brighter, more inclusive future together.

 

Note: This job description is a general outline of responsibilities and qualifications for the role. Additional duties may be assigned, and the position may evolve to meet the organization's needs.