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.

Job Overview
As 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.

Mosaic Pharmacy Service

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Patient Enrollment Representative