• Responsible for development and execution of clinical content for non-specialty programs and services across our Book of Business • Managing and executing long-term and ongoing departmental and enterprise initiatives • Partnering in a matrix relationship with colleagues at all levels and teams • Serve as a subject matter expert and key point of contact for direct and indirect teams • Excellent communication skills and experience presenting to leadership

• Obtain, verify, and document accurate medication histories by communicating with patients, caregivers, pharmacies, providers, and other healthcare professionals. • Support pharmacists by escalating medication discrepancies or clinical concerns and ensuring documentation is completed in electronic medical records. • Assist leadership with daily workflow coordination, staffing coverage, team communication, onboarding, training, coaching, and operational support. • Monitor productivity, quality, turnaround time, service expectations, and compliance with company policies, client requirements, and regulatory standards.

Role Description In this role, you will be the first voice new patients hear at Mosaic, guiding them through onboarding by conducting telephone and video consultations, gathering medication history, reconciling prescriptions, and preparing them for a smooth start with our pharmacy. Your work directly supports medically complex and vulnerable seniors across the country, giving them a trusted, empathetic guide from their very first interaction and helping make their medication regimens safer, simpler, and more affordable. What You’ll Do - Serve as the first point of contact for new patients by phone and video, guiding them through onboarding. - Conduct comprehensive medication history interviews and reconcile prescriptions. - Educate patients on Mosaic’s pharmacy services and benefits. - Synchronize medication regimens and schedule the initial medication shipment. - Contact previous pharmacies to coordinate prescription transfers. - Collaborate with prescribers to obtain new prescriptions. - Address patient questions about insurance, costs, and coverage, and support claims processing and third-party billing issues. - Enter prescription details accurately into the pharmacy system for precise, timely medication fulfillment. - Document patient information thoroughly and accurately in the pharmacy management system. Qualifications - Active Virginia Pharmacy Technician license in good standing. - 3 or more years of experience in a healthcare or pharmacy setting with direct patient interaction, such as home health, hospital, primary or specialty care, or pharmacy. - Exceptional communication skills, including empathetic listening and clear verbal and written expression. - High attention to detail and strong organizational skills. - Adaptability in a fast-paced, evolving environment. - Proficiency with pharmacy software and general computer applications. - Availability to work a full-time 8.5-hour shift, Monday through Friday, scheduled between 9:00 a.m. and 6:00 p.m. Eastern, with the exact shift confirmed at hire and occasional overtime based on patient needs. - Must be authorized to work in the U.S. without company-sponsored visa sponsorship. Requirements - 1 to 2 years of call center experience. - Experience collecting medication histories. Benefits - Medical, dental, and vision coverage with prescription benefits, with Company paying 100% of the employee-only premium. - A Health Savings Account with company contributions. - A 401(k) retirement plan with an employer match. - Company-paid life, long-term disability, and accidental death and dismemberment insurance, with voluntary short-term disability available. - An Employee Assistance Program and a benefits Customer Advocate service. - Paid time off and paid company holidays. - Company-provided equipment. - Support for professional development and training.

• Serve as a single point of contact for program specific Specialty Pharmacies (SPs), Specialty Distributors (SDs) and/or the manufacturer’s Sales Force • Responsible for reviewing, analyzing, identifying, and solving problematic issues and escalations • Provide timely and accurate reconciliation of SP and/or SD dispensing/shipping information • Builds and develops strong SP-HUB relationships, and support all activities that facilitate patient access • Identifies complex cases and triages them appropriately to the next level for support • Reviews the exceptions and restatement of SPP records • Serves as a point of escalation concerning prior authorization denials and/or appeals • Coordinates a delivery date for product, pump and supplies from the appropriate SPP to coincide with the patient's first day of titration or based on HCP/patient need