Patient Enrollment RepresentativeMedicines 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 OverviewAs a Patient Enrollment Representative, you are a great communicator who is energized, empathetic, and ready to serve at the front line 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. This position is a remote work arrangement.
Primary Responsibilities

• Make an average of 100 calls a day (outbound/inbound) to prospective patients placed by an automatic dialer system to educate, inform, and answer their questions about the services and schedule an enrollment call with a pharmacy technician
• Describe Mosaic Pharmacy Service in a way that is both compelling and easily understood using an approved script provided by Mosaic
• Assist prospective members during the enrollment process to understand the commitment and steps to becoming a Mosaic patient
• Present a positive, professional and enthusiastic approach while on calls
• Meet goals set by the department (ex: outbound dials, average appointments scheduled per day, schedule adherence, quality targets etc.)
• Escalate patient complaints or concerns to the appropriate supervisor
• Track patient data in Mosaic technology, observing all patient confidentiality laws and guidelines
• Accept inbound calls, field caller questions and complete call accordingly
• Make follow-up calls to patients who need to be rescheduled, confirm appointments, etc.
• Possess and demonstrate knowledge of Mosaic to maintain positive interactions with patients and to provide accurate responses
• Regularly practice discretion and empathy while working with patients’ sensitive/confidential information
• Utilize Mosaic’s technology to document conversations and schedule patients’ enrollment call
• Use excellent written, verbal, listening, and interpersonal communication skills to convey correct information, manage difficult conversations, and represent Mosaic’s standards of conduct to internal and external parties
• Compose and execute on digital messaging to patients to support the enrollment and onboarding process to ensure completion of enrollment
• Follow all required scripting, process, and procedures
• Work closely with Prescribers’ offices to review status of their patients and support their onboarding

Skills/Abilities

• Ability to adhere to a fixed, daily schedule - including start, breaks, lunch and end times
• A desire to work in an efficient, results-oriented outbound/inbound call center environment
• Ability to maintain a high-volume call experience while working in a metrics-driven environment
• Ability to adhere to standard scripts
• Ability to effectively collaborate with others and embrace teamwork
• Attention to detail with proven written documentation skills
• Intermediate use of Microsoft Office and ability to learn new software skills
• Ability to work from home and handle Inbound and Outbound calls in a continuous manner through the work day
• Understand and work to deliver day-to-day call center metrics and goals
• Knowledge of health insurance industry and HIPAA guidelines
• Strong communication skills that are friendly and conversational in nature
• Accurate data entry capabilities and strong organizational skills required

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.
• Days worked are Monday through Friday; 10am-6:30pm Eastern time with occasional Saturday overtime required.
• 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.

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.