Patient Contact Center Representative

Handle a high volume of inbound and outbound calls using standard scripts and protocols Listen to patients and caregivers to assess needs and coordinate next steps, including confirming or rescheduling new patient visits Provide information about pharmacy services, medication delivery, refill scheduling, and prescription status Document all interactions accurately in pharmacy and CRM systems Route calls to pharmacists or appropriate pharmacy team members based on clinical or urgent needs Assist patients with insurance, co-pays, prior authorizations, and general pharmacy questions Escalate complex or sensitive concerns to supervisors or pharmacists Follow quality assurance standards, including HIPAA and internal operating procedures Meet contact center performance metrics, including average handle time, call resolution rate, and quality scores Participate in regular training on pharmacy policies, procedures, and systems Requirements At least 1 year of contact center, patient-facing provider office, or customer service experience Proven ability to manage a high volume of calls while consistently meeting performance targets Strong, conversational communication style with the ability to build rapport and handle patient interactions with professionalism and empathy Exceptional attention to detail and accurate data entry for clear, compliant documentation Comfort following standardized scripts to ensure clarity, consistency, and compliance Proficiency in Microsoft Outlook and Teams, with the ability to learn new software systems quickly Familiarity with healthcare compliance, including HIPAA Ability to work independently from a dedicated, distraction-free home office and handle continuous calls throughout the workday Reliable home internet of at least 100 Mbps with wired ethernet access Own workspace furniture and a secure, quiet space; Mosaic provides the computer equipment Applicants within 30 miles of Sterling, Virginia may be asked to come on site for training or technology support Availability to work assigned shifts Monday through Friday between 8:00 a.m. and 7:30 p.m. Eastern, plus Saturday 9:00 a.m. to 2:00 p.m.; schedule assigned upon hire Must be authorized to work in the U.S. without company-sponsored visa sponsorship Successful completion of a comprehensive background check and pre-employment drug screening Preferred: Prior experience with CRM systems and enrollment communications Preferred: Pharmacy experience Preferred: Bilingual English and Spanish Core Competencies Demonstrates proficiency in managing high volumes of inbound and outbound calls while adhering to HIPAA compliance and quality assurance standards. Capable of providing exceptional patient support through effective communication and accurate documentation in pharmacy and CRM systems. Highest-signal resume keywords Contact Center Experience HIPAA Compliance CRM Systems Proficiency Bilingual English and Spanish Attention to Detail Hard Skills Data Entry Call Management Medication Delivery Knowledge Insurance Assistance Prior Authorization Handling Soft Skills Conversational Communication Empathy Professionalism Rapport Building Industry Keywords Pharmacy Services Patient Interaction Quality Assurance Standards Performance Metrics Healthcare Compliance Tools & Technologies Microsoft Outlook Microsoft Teams #J-18808-Ljbffr Jobtailor