[Hiring] Patient Enrollment Representative @Mosaic Pharmacy

Role Description

In this role, you will work at the frontline of Mosaic’s growth, calling prospective patients and their caregivers to explain how Mosaic works and guiding them through enrollment so more seniors can start getting more from their medicines. Your work directly supports medically complex and vulnerable seniors across the country, connecting them to a patient-focused, pharmacist-driven pharmacy that simplifies their medications and helps them feel better about the care they receive every day.

• Make an average of 120 outbound calls per day to prospective patients, using call center technology to educate, answer questions, enroll patients, and schedule an onboarding call with a pharmacy technician.
• Guide prospective patients through the enrollment process using an approved script, making sure they understand the steps and commitment to becoming a Mosaic patient.
• Accept and respond to inbound calls from prospective and current patients, completing each call according to procedure.
• Make follow-up calls to reschedule patients, confirm appointments, and ensure onboarding steps are completed.
• Document interactions, outcomes, and enrollment appointments accurately in Mosaic’s systems.
• Use multiple communication channels, including digital messages, to move patients through onboarding on time.
• Collaborate with provider and doctors’ offices to review onboarding status and support a smooth transition into Mosaic’s services.
• Escalate patient complaints or concerns promptly to the appropriate supervisor.
• Meet department performance metrics, including outbound call volume, appointments scheduled per day, schedule adherence, and quality targets.
• Protect patient confidentiality and follow all applicable laws and organizational guidelines.

Qualifications

• At least 1 year of contact center, patient-facing provider office, or customer service experience.
• Proven ability to manage a high volume of outbound calls while consistently meeting performance targets.
• Strong, persuasive, and empathetic communication style with the ability to build rapport quickly and explain a service clearly by phone.
• Comfort following approved scripts to ensure clarity, consistency, and compliance.
• Exceptional attention to detail and accurate data entry for clear documentation.
• Discretion and care when handling sensitive or confidential patient information.
• 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 9:00 a.m. and 6:30 p.m. Eastern, plus Saturday 10:00 a.m. to 2:00 p.m.
• Must be authorized to work in the U.S. without company-sponsored visa sponsorship.

Requirements

• 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.