Patient Enrollment Representative

at  Mosaic Pharmacy

PATIENT ENROLLMENT 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.

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

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.

• Make an average of 100 calls a day (outbound) to prospective patients using call center technology to educate, inform, and answer their questions about the services, enroll patients in the services, and schedule an onboarding 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
• Follow all required scripting, process, and procedures
• Work closely with Prescribers’ offices to review status of their patients and support their onboarding