Patient Contact Center Representative

Patient Contact Center Representative

Medicines are powerfulthey 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.

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
• 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 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