Description
Patient Enrollment Representative (Outbound Call Center)
Company Profile
Medicines are powerful — they 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 provides comprehensive pharmacy care to medically complex and vulnerable seniors. We provide a patient-focused, pharmacist-driven care model in collaboration with health systems, assisted living facilities 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
As a Patient Enrollment Representative, you are a great communicator who is energized, empathetic, and ready to serve at the frontline of helping seniors and their caregivers. In this role, you’ll interact by phone with prospective patients who are interested in learning more about Mosaic and how to enroll. You will be responsible for clearly communicating the value of our service to patients who may ask general questions, request specific information, or need assistance with issues.
This role requires strong communication and listening skills that demonstrate compassion and empathy. This is a chance to join a highly motivated team that makes a difference in the lives of people every day
Job Duties:
- Make an average of 120 outbound calls per day to prospective patients using call center technology to educate, inform, and answer questions about available services; enroll patients in the program and schedule an onboarding call with a pharmacy technician.
- Clearly and compellingly communicate on behalf of Mosaic Pharmacy Service using an approved script provided by the organization.
- Guide prospective members through the enrollment process, ensuring they understand the commitment and steps to becoming a Mosaic patient.
- Maintain a positive, professional, and enthusiastic tone on every call.
- Consistently meet departmental performance metrics (e.g., outbound calls, average appointments scheduled per day, schedule adherence, quality targets, etc.).
- Escalate patient complaints or concerns promptly to the appropriate supervisor.
- Appropriately track and record patient interactions/outcomes, and schedule enrollment appointments in Mosaic’s technology systems, ensuring accurate documentation.
- Accept and respond to inbound calls from prospective or current patients, addressing inquiries and completing calls according to procedure.
- Make follow-up calls as needed to reschedule patients, confirm appointments, and ensure completion of onboarding steps.
- Demonstrate a strong understanding of Mosaic’s offerings to maintain effective, informative conversations with patients.
- Show discretion and empathy when working with sensitive or confidential patient information.
- Apply excellent written, verbal, and interpersonal communication skills to deliver accurate information, manage challenging conversations, and uphold Mosaic’s standards of professionalism.
- Use multiple communication channels including sending digital messages to support patient onboarding and ensure timely completion of the enrollment process.
- Adhere to all required scripting, processes, and protocols.
- Collaborate with providers (doctors’ offices) to review the status of patient onboarding and support a smooth transition into Mosaic’s services.
- Always observe all patient confidentiality laws and organizational guidelines.
Benefits
- Annual accrual 160 hours of Paid Time Off
- 401(k) Plan with employer matching contribution
- Health, dental, vision insurance
- Health savings account (HSA)
- Life insurance
- Quarterly incentive program
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
Requirements
Education
- High School Diploma, GED, or equivalent is required
Experience- 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
Additional Matters
- This is a full-time position.
- Employee will work remotely from home
- Days worked at are Monday through Friday; 40 hours worked per week with shifts between the hours of 9:00 am and 6:30 pm Eastern time and Saturday 10:00 am-2:00 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.