Mosaic Pharmacy Service

Compliance

• Maintain and track pharmacy and pharmacist licenses, renewals, and regulatory submissions
• Update and maintain required documentation for licensing bodies or payers
• Assist with investigations of all quality-related events (medication errors, complaints, HIPAA disclosures, etc.) to determine root cause
• Conduct routine internal audits under supervision—e.g., prescription accuracy checks, inventory receiving audits, and proper storage/labeling reviews
• Perform daily monitoring and corrections necessary to ensure compliance with state controlled substance reporting requirements
• Support the review and documentation of pharmacy practices, including assisting in reviewing and updating internal policies and standard operating procedures (SOPs)
• Ensure staff have access to the most current compliance-related documents
• Participate in activities related to the Quality Team and Compliance Committees and provides administrative and analytical support as needed
• Research and prepare responses to customer, third-party/PBM, government, and regulatory audits
• Collect and analyze data for quality assurance activities (e.g., medication error reporting, near-miss tracking) for internal stakeholders
• Perform other job-related duties as assigned.

Pharmacy Compliance Specialist

Call Center Representative

• 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 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 (e.g., outbound calls, average appointments scheduled per day, schedule adherence, quality targets, etc.).
• 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 (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.

Pharmacy Compliance Specialist

Patient Enrollment Representative – Outbound Call Center