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Patient Enrollment Representative (Outbound Call Center)
Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $18.00 - $20.00
Work Schedule
Standard Hours
Day Shifts
Benefits
Paid Time Off
401(k) Plan
Health Insurance
Dental Insurance
Vision Insurance
Health savings account
Life insurance
quarterly incentive program
Job Description
Mosaic Pharmacy Service is a dedicated healthcare provider specializing in comprehensive pharmacy care tailored for medically complex and vulnerable seniors. The company operates with a patient-focused, pharmacist-driven care model that collaborates seamlessly with health systems, assisted living facilities, and health plans to ensure optimal medication management and positive health outcomes. Known for its commitment to simplifying medication regimens and improving adherence, Mosaic Pharmacy Service helps seniors better manage their medications, enhancing their quality of life and overall health. The company fosters an inclusive, diverse workforce that values unique perspectives, contributing to the effectiveness of its healthcare solutions and the rewarding... Show More
Job Requirements
- High school diploma, GED, or equivalent is required
- at least 1 year of contact center, patient-facing provider (doctor) office, or customer service experience is required
- prior experience with CRM systems, data entry skills, enrollment communications, quickly learning online management software platforms while multi-tasking on calls strongly preferred
- this is a full-time position
- employee will work remotely from home
- days worked are Monday through Friday
- 40 hours worked per week with shifts between the hours of 9:00 am and 6:30 pm Eastern time and Saturday 10:00 am-2:00 pm
- schedule assigned upon hire
- bilingual/English+Spanish fluency is a plus
- qualified applicants must have reliable internet service (with a minimum of 100 Mbps) and ethernet access at your home
- must provide own workspace furniture and ensure a secure, quiet workspace free from distractions and interruptions
- employee will be required to sign acknowledgment of these job requirements
Job Qualifications
- High school diploma, GED, or equivalent
- at least 1 year of contact center, patient-facing provider (doctor) office, or customer service experience
- prior experience with CRM systems
- data entry skills
- enrollment communications experience
- ability to quickly learn online management software platforms while multitasking on calls
- strong written, verbal, and interpersonal communication skills
- empathy and compassion when dealing with seniors and caregivers
Job Duties
- Make an average of 120 outbound calls per day to prospective patients using call center technology to educate, inform, and answer questions about available services
- enroll patients in the program and schedule an onboarding call with a pharmacy technician
- clearly and compellingly communicate on behalf of Mosaic Pharmacy Service using an approved script provided by the organization
- guide prospective members through the enrollment process, ensuring they understand the commitment and steps to becoming a Mosaic patient
- maintain a positive, professional, and enthusiastic tone on every call
- consistently meet departmental performance metrics such as outbound calls, average appointments scheduled per day, schedule adherence, and quality targets
- escalate patient complaints or concerns promptly to the appropriate supervisor
- appropriately track and record patient interactions/outcomes and schedule enrollment appointments in Mosaic’s technology systems, ensuring accurate documentation
- accept and respond to inbound calls from prospective or current patients, addressing inquiries and completing calls according to procedure
- make follow-up calls as needed to reschedule patients, confirm appointments, and ensure completion of onboarding steps
- demonstrate a strong understanding of Mosaic’s offerings to maintain effective, informative conversations with patients
- show discretion and empathy when working with sensitive or confidential patient information
- apply excellent written, verbal, and interpersonal communication skills to deliver accurate information, manage challenging conversations, and uphold Mosaic’s standards of professionalism
- use multiple communication channels including sending digital messages to support patient onboarding and ensure timely completion of the enrollment process
- adhere to all required scripting, processes, and protocols
- collaborate with providers such as doctors’ offices to review the status of patient onboarding and support a smooth transition into Mosaic’s services
- always observe all patient confidentiality laws and organizational guidelines
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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