[Hiring] Patient Contact Center Representative @Mosaic Pharmacy

Role Description

In this role, you will serve as a frontline point of contact between Mosaic Pharmacy Service and the patients we care for, handling inbound and outbound calls with professionalism and empathy and helping patients understand and navigate their medication regimens.

Your work directly supports medically complex and vulnerable seniors across the country, giving them reassurance, continuity, and the confidence to get more from the medicines they take every day.

What You’ll Do

• Handle a high volume of inbound and outbound calls, following standard scripts and protocols while actively listening to patients and caregivers to assess needs and coordinate next steps, including confirming or rescheduling new patient visits.
• Provide information about pharmacy services, including medication delivery, refill scheduling, and prescription status.
• Document all interactions accurately in pharmacy and CRM systems.
• Route calls to pharmacists or the 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 on every call, 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 to stay current on pharmacy policies, procedures, and systems.

Qualifications

• 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.
• 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.
• Must be authorized to work in the U.S. without company-sponsored visa sponsorship.

Preferred

• Prior experience with CRM systems and enrollment communications.
• Pharmacy experience.
• Bilingual English and Spanish.

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.