Patient Contact Center Representative

Mosaic Pharmacy•Washington, DC

11d•Remote

About The Position

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.

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.
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
Qualified applicants must have reliable Internet service (with a minimum of 100 Mbps) and ethernet access at your home.
All applicants must provide their own workspace furniture and ensure a secure, quiet workspace free from personal distractions and interruptions.
Employee will be required to sign acknowledgement of these job requirements.

Nice To Haves

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
Bilingual/English+Spanish fluency is a plus.

Responsibilities

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.