[Hiring] Patient Contact Center Representative @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.
• Resolving routine inquiries and 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

• 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 and data entry skills is preferred.
• Pharmacy experience preferred.

Requirements

• 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.

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.