Mosaic Pharmacy Service

• Serve as the first point of contact for new patients via phone or video • Conduct comprehensive medication history interviews and reconcile prescriptions • Educate patients on Mosaic’s pharmacy services and benefits • Synchronize medication regimens and schedule initial medication shipment • Contact previous pharmacies to coordinate prescription transfers • Collaborate with prescribers to obtain new prescriptions • Address patient inquiries regarding insurance, costs, and coverage • Support claims processing and resolve third-party billing issues • Accurately enter prescription details into the pharmacy system to ensure precise and timely medication fulfillment • Thoroughly and accurately document patient information in our pharmacy management system • Serve as point-of-contact for new patients

• 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.

• 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.