Patient Contact Center Representative

🕒 2 days ago

🏛️ District of Columbia, Washington – Remote

🏛️ District of Columbia – Remote ☕ Washington – Remote

💵 $18 - $20 / hour

⏰ Full Time

🟢 Junior

📞 Call Center Representative

🚫👨‍🎓 No degree required

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Mosaic Pharmacy Service

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51 - 200 employees

Mosaic partners with health plans, health systems, and physicians to deliver outstanding pharmacy care to medically complex and vulnerable patients.

📋 Description

• 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.

🎯 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.

🏖️ Benefits

• Annual accrual of 160 hours of Paid Time Off • 401(k) Plan with employer matching contribution • Health, dental, vision insurance • Health savings account (HSA) • Life insurance