Patient Contact Center Representative

Patient Contact Center Representative

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.

Overview:

The Patient Contact Center Representative serves at the front lines of our work by interacting with referred patients, clearly communicating the value of our service, listening to and addressing customer questions and concerns, and scheduling in-home assessments. Your skills and experience in healthcare and customer service will be invaluable as you receive referrals from our health care organization clients, get to know prospective patients and their drug therapy challenges, and get them started with Mosaic Pharmacy Service. It requires unusual compassion, empathy, organization, creativity and top-notch skills in patient communication. We are especially interested in candidates fluent in multiple languages. You’ll have many opportunities to engage with patients initially and during follow-up contact and receiving patient calls to our pharmacy for various questions. For the right candidates, this is a chance to join a terrific team that helps our patients feel better about the medicines they take every day.

Job Description:

• Takes inbound referral calls from patients or health care organizations, describes Mosaic services, and schedules in-home patient assessments.
• Makes follow-up outbound calls to patients to discuss Mosaic services and schedule in-home patient assessment.
• Effectively communicates the Mosaic Pharmacy Service programs and obtains high participation rates of in-home patient assessment appointments.
• Possesses and demonstrates experience in positive interactions with customers in a sales environment.
• Regularly practices discretion and empathy while working with patients and sensitive/confidential information.
• Utilizes approved communications equipment and software to document patient call interactions and schedule in-home patient assessments.
• 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.

Benefits

• Competitive health, dental, and vision insurance benefits with an employer-funded Health Savings Account
• 4 weeks Paid Time Off
• 6 company holidays per year
• We provide a match of 50% of your 401(k) contribution up to 4% of your salary
• Life, long-term, and voluntary short-term disability insurance

Qualifications:

• Proficient in Microsoft Word, Outlook and Google and ability to learn new software as needed.
• Strong written and oral communication skills including ability to be able to communicate effectively with all levels of patients and employees
• Strong time-management skills and keen eye to detail
• Ability to manage all situations in a calm and positive manner
• Ability to learn new processes quickly in a fast-paced environment
• Strong interpersonal skills

Education

• High School Degree or GED Equivalent is required

Experience

• At least 1 year of call center, physician office, or customer service experience is required; this can be combined with at least one-year office experience
• 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
• Ability to work during available shifts which are scheduled between 9:00 am - 8:00 pm EST.
• Bilingual – English Spanish speakers strongly encouraged to apply. Qualified bilingual staff or Qualified Interpreter certification highly desirable

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.

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.