Mosaic Pharmacy

Role Description The Patient Contact Center Representative is a vital member of our pharmacy support team, acting as a frontline point of contact between Mosaic Pharmacy Service and our patients. Working within a dynamic contact center environment, you will handle a high volume of inbound and outbound calls with professionalism, empathy, and a commitment to providing outstanding service. Your primary responsibilities include: - Engaging with Mosaic patients and helping them understand and navigate their medication regimens. - Routing calls to appropriate pharmacy staff and resolving routine inquiries. - Ensuring patients receive timely follow-up communication. - Using a variety of technology systems, including contact center telephony software, electronic health records (EHR), and internal pharmacy systems to log interactions, track patient progress, and coordinate care. - Following call scripts and compliance protocols while adapting communication style to meet the needs of each unique patient. - Updating patient records and escalating complex clinical concerns to pharmacists or pharmacy technicians. - Educating patients on the value of Mosaic’s medication management services and providing reassurance through ongoing check-ins. Qualifications - Ability to adhere to a structured daily schedule, including designated start times, breaks, lunch, and end times. - Interest in working in a fast-paced, goal-oriented outbound and inbound contact center environment. - Proven ability to manage a high volume of calls while consistently meeting performance targets. - Comfortable following standardized scripts to ensure clarity, consistency, and compliance. - Collaborative mindset with a willingness to work closely with team members to support shared objectives. - Exceptional attention to detail and strong written communication skills for accurate documentation. - Proficiency in Microsoft Office Outlook and Teams and the ability to quickly learn and adapt to new software systems. - Ability to work independently from a home-based office and handle continuous inbound and outbound calls throughout the workday. - Understanding of and commitment to meeting daily and weekly contact center metrics (e.g., call volume, appointment setting, quality standards). - Familiarity with the healthcare industry and compliance regulations, including HIPAA guidelines. - Strong, conversational communication style with the ability to build rapport and handle patient interactions with professionalism and empathy. - Accurate data entry skills and strong organizational abilities to manage and document interactions effectively. Requirements - High School Diploma, GED, or equivalent is required. - At least 1 year of contact center, patient-facing provider (doctor) office, or customer service experience is required. - Prior experience with CRM systems, data entry skills, enrollment communications, and quickly learning online management software platforms while multi-tasking on calls strongly preferred. - Pharmacy experience preferred. Benefits - Annual accrual of 160 hours of Paid Time Off. - 401(k) Plan with employer matching contribution. - Health, dental, vision insurance. - Health savings account (HSA). - Life insurance. Additional Matters - This is a full-time position. - Employee will work remotely from home. - Days worked are Monday through Friday; 40 hours worked per week with shifts between the hours of 8:00 am and 7:30 pm Eastern time and Saturday 9:00 am-1:00 pm. Schedule assigned upon hire. - Bilingual/English+Spanish fluency is a plus. - Qualified applicants must have reliable Internet service (with a minimum of 100 Mbps) and ethernet access at home. Mosaic will provide equipment (keyboard, monitor, laptop computer, headset, etc.). - All applicants must provide their own workspace furniture and ensure a secure, quiet workspace free from personal distractions and interruptions. - If you experience performance or technology issues and are within 30 miles of Sterling, Virginia, you may be asked to come on site for further training and technology support. - Employee will be required to sign acknowledgment of these job requirements.

Description Patient Contact Center Representative Company Profile Medicines are powerful—they can prevent and heal disease, but they can also be costly, ineffective, or even harmful if not prescribed and taken correctly. The team at Mosaic Pharmacy Service is helping people get more from their medicines™. Mosaic Pharmacy Service is a “closed door” pharmacy that provides comprehensive pharmacy care to medically complex and vulnerable seniors, across the country. We provide a patient-focused, pharmacist-driven care model in collaboration with health systems and health plans. Our goal is to help our patients feel better about the medications they take every day by simplifying medication regimens, improving adherence, and driving positive outcomes. Mosaic is looking for caring, motivated, and creative individuals to join our team for an innovative new career opportunity Job Overview: The Patient Contact Center Representative is a vital member of our pharmacy support team, acting as a frontline point of contact between Mosaic Pharmacy Service and our patients. Working within a dynamic contact center environment, you will handle a high volume of inbound and outbound calls with professionalism, empathy, and a commitment to providing outstanding service. Your primary responsibilities include engaging with Mosaic patients and helping them understand and navigate their medication regimens. You will also be responsible for routing calls to appropriate pharmacy staff, resolving routine inquiries, and ensuring patients receive timely follow-up communication. In this role, you’ll use a variety of technology systems, including contact center telephony software, electronic health records (EHR), and internal pharmacy systems to log interactions, track patient progress, and coordinate care. You’ll be expected to follow call scripts and compliance protocols while adapting your communication style to meet the needs of each unique patient. Accuracy and documentation are critical, as you will frequently update patient records and escalate complex clinical concerns to pharmacists or pharmacy technicians. This position demands a high level of compassion, patience, and emotional intelligence, particularly when working with elderly or medically complex patients who may have questions, concerns, or barriers related to medication adherence. You will often educate patients on the value of Mosaic’s medication management services, help them understand their delivery schedules, and provide reassurance and continuity through ongoing check-ins. Job Duties: - Handles a high volume of inbound and outbound calls in a professional, courteous manner using call center telephony systems. Follows standard scripts and protocols to ensure accurate information sharing, while actively listening to patients, caregivers, and healthcare providers to assess needs and coordinate appropriate next steps, including confirming or rescheduling new patient visits. - Practices excellent written, verbal, listening, and interpersonal communication skills necessary to effectively interact with all levels of internal and external parties, to convey information correctly, manage difficult situations, and always represent Mosaic Pharmacy Service in the most favorable manner. - Provide information about pharmacy services, including medication delivery, refill scheduling, and prescription status. - Accurately document all interactions in pharmacy software and customer relationship management (CRM) systems. - Route calls to pharmacists or appropriate pharmacy team members based on clinical or urgent issues. - Assist patients with resolving issues related to insurance, co-pays, prior authorizations, and general pharmacy inquiries. - Ensure all calls meet quality assurance standards, including compliance with HIPAA and internal operating procedures. - Escalate complex or sensitive concerns to supervisors or pharmacists when necessary. - Consistently meet departmental performance metrics (e.g., average handle time, call resolution rate, quality score). - Participate in regular training sessions to stay current with pharmacy policies, procedures, and system updates. Requirements Job Qualifications: - Ability to adhere to a structured daily schedule, including designated start times, breaks, lunch, and end times. - Interest in working in a fast-paced, goal-oriented outbound and inbound contact center environment. - Proven ability to manage a high volume of calls while consistently meeting performance targets. - Comfortable following standardized scripts to ensure clarity, consistency, and compliance. - Collaborative mindset with a willingness to work closely with team members to support shared objectives. - Exceptional attention to detail and strong written communication skills for accurate documentation. - Proficiency in Microsoft Office Outlook and Teams and the ability to quickly learn and adapt to new software systems. - Ability to work independently from a home-based office and handle continuous inbound and outbound calls throughout the workday. - Understanding of and commitment to meeting daily and weekly contact center metrics (e.g., call volume, appointment setting, quality standards). - Familiarity with the healthcare industry and compliance regulations, including HIPAA guidelines. - Strong, conversational communication style with the ability to build rapport and handle patient interactions with professionalism and empathy. - Accurate data entry skills and strong organizational abilities to manage and document interactions effectively. Education - High School Diploma, GED, or equivalent is required Experience - At least 1 year of contact center, patient-facing provider (doctor) office, or customer service experience is required - Prior experience with CRM systems, data entry skills, enrollment communications, quickly learning online management software platforms while multi-tasking on calls strongly preferred - Pharmacy experience preferred Additional Matters - This is a full-time position. - Employee will work remotely from home. - Days worked at are Monday through Friday; 40 hours worked per week with shifts between the hours of 8:00 am and 7:30 pm Eastern time and Saturday 9:00 am-1:00 pm. Schedule assigned upon hire. - Bilingual/English+Spanish fluency is a plus. Work from home requirements: - Qualified applicants must have reliable Internet service (with a minimum of 100 Mbps) and ethernet access at your home. Mosaic will provide equipment (keyboard, monitor, laptop computer, headset etc.). All applicants must provide their own workspace furniture and ensure a secure, quiet workspace free from personal distractions and interruptions. If you experience performance or technology issues and are within 30 miles of Sterling, Virginia, you may be asked to come on site for further training and technology support. - Employee will be required to sign acknowledgement of these job requirements. Benefits - Annual accrual of 160 hours of Paid Time Off - 401(k) Plan with employer matching contribution - Health, dental, vision insurance - Health savings account (HSA) - Life insurance We strongly encourage candidates from all backgrounds and every walk of life to apply. We are committed to creating an inclusive and diverse workforce. Every person on our team brings their own unique perspective and it’s what makes our products better and our work more rewarding. We’re eager to support you so that you can do work you’re proud of

Description Patient Enrollment Representative (Outbound Call Center) Company Profile Medicines are powerful — they can prevent and heal disease, but they can also be costly, ineffective or even harmful if not prescribed and taken correctly. The team at Mosaic Pharmacy Service is helping people get more from their medicines™. Mosaic Pharmacy Service provides comprehensive pharmacy care to medically complex and vulnerable seniors. We provide a patient-focused, pharmacist-driven care model in collaboration with health systems, assisted living facilities and health plans. Our goal is to help our patients feel better about the medications they take every day by simplifying medication regimens, improving adherence, and driving positive outcomes. Mosaic is looking for caring, motivated, and creative individuals to join our team for an innovative new career opportunity. Job Overview As a Patient Enrollment Representative, you are a great communicator who is energized, empathetic, and ready to serve at the frontline of helping seniors and their caregivers. In this role, you’ll interact by phone with prospective patients who are interested in learning more about Mosaic and how to enroll. You will be responsible for clearly communicating the value of our service to patients who may ask general questions, request specific information, or need assistance with issues. This role requires strong communication and listening skills that demonstrate compassion and empathy. This is a chance to join a highly motivated team that makes a difference in the lives of people every day Job Duties: - Make an average of 120 outbound calls per day to prospective patients using call center technology to educate, inform, and answer questions about available services; enroll patients in the program and schedule an onboarding call with a pharmacy technician. - Clearly and compellingly communicate on behalf of Mosaic Pharmacy Service using an approved script provided by the organization. - Guide prospective members through the enrollment process, ensuring they understand the commitment and steps to becoming a Mosaic patient. - Maintain a positive, professional, and enthusiastic tone on every call. - Consistently meet departmental performance metrics (e.g., outbound calls, average appointments scheduled per day, schedule adherence, quality targets, etc.). - Escalate patient complaints or concerns promptly to the appropriate supervisor. - Appropriately track and record patient interactions/outcomes, and schedule enrollment appointments in Mosaic’s technology systems, ensuring accurate documentation. - Accept and respond to inbound calls from prospective or current patients, addressing inquiries and completing calls according to procedure. - Make follow-up calls as needed to reschedule patients, confirm appointments, and ensure completion of onboarding steps. - Demonstrate a strong understanding of Mosaic’s offerings to maintain effective, informative conversations with patients. - Show discretion and empathy when working with sensitive or confidential patient information. - Apply excellent written, verbal, and interpersonal communication skills to deliver accurate information, manage challenging conversations, and uphold Mosaic’s standards of professionalism. - Use multiple communication channels including sending digital messages to support patient onboarding and ensure timely completion of the enrollment process. - Adhere to all required scripting, processes, and protocols. - Collaborate with providers (doctors’ offices) to review the status of patient onboarding and support a smooth transition into Mosaic’s services. - Always observe all patient confidentiality laws and organizational guidelines. Benefits - Annual accrual 160 hours of Paid Time Off - 401(k) Plan with employer matching contribution - Health, dental, vision insurance - Health savings account (HSA) - Life insurance - Quarterly incentive program We strongly encourage candidates from all backgrounds and every walk of life to apply. We are committed to creating an inclusive and diverse workforce. Every person on our team brings their own unique perspective and it’s what makes our products better and our work more rewarding. We’re eager to support you so that you can do work you’re proud of Requirements Education - High School Diploma, GED, or equivalent is required Experience - At least 1 year of contact center, patient-facing provider (doctor) office, or customer service experience is required - Prior experience with CRM systems, data entry skills, enrollment communications, quickly learning online management software platforms while multi-tasking on calls strongly preferred Additional Matters - This is a full-time position. - Employee will work remotely from home - Days worked at are Monday through Friday; 40 hours worked per week with shifts between the hours of 9:00 am and 6:30 pm Eastern time and Saturday 10:00 am-2:00 pm. Schedule assigned upon hire. - Bilingual/English+Spanish fluency is a plus. Work from home requirements: - Qualified applicants must have reliable Internet service (with a minimum of 100 Mbps) and ethernet access at your home. Mosaic will provide equipment (keyboard, monitor, laptop computer, headset etc.). All applicants must provide their own workspace furniture and ensure a secure, quiet workspace free from personal distractions and interruptions. If you experience performance or technology issues, and are within 30 miles of Sterling, Virginia, you may be asked to come on site for further training and technology support. - Employee will be required to sign acknowledgement of these job requirements.