Mosaic Pharmacy Service

Representative

• Make an average of 120 outbound calls per day to prospective patients, using call center technology to educate, answer questions, enroll patients, and schedule an onboarding call with a pharmacy technician.
• Guide prospective patients through the enrollment process using an approved script, making sure they understand the steps and commitment to becoming a Mosaic patient.
• Accept and respond to inbound calls from prospective and current patients, completing each call according to procedure.
• Make follow-up calls to reschedule patients, confirm appointments, and ensure onboarding steps are completed.
• Document interactions, outcomes, and enrollment appointments accurately in Mosaic’s systems.
• Use multiple communication channels, including digital messages, to move patients through onboarding on time.
• Collaborate with provider and doctors’ offices to review onboarding status and support a smooth transition into Mosaic’s services.
• Escalate patient complaints or concerns promptly to the appropriate supervisor.
• Meet department performance metrics, including outbound call volume, appointments scheduled per day, schedule adherence, and quality targets.
• Protect patient confidentiality and follow all applicable laws and organizational guidelines.

Patient Enrollment Representative

Medical Director

• Own the design, implementation, and ongoing management of Mosaic’s clinical pharmacy care model.
• Ensure clinical services consistently deliver superior quality, including strong CMS Star Ratings and HEDIS measures, and lower total cost of care.
• Define the requirements for the technology that makes the clinical model effective, efficient, and scalable, and guide its procurement and development.
• Lead and grow the team of clinical pharmacists and pharmacy technicians, managing performance against key quality and outcome indicators.
• Determine staffing requirements and plan clinical staffing to meet patient and client demand while achieving financial goals.
• Partner with the Pharmacist-in-Charge and Legal and Regulatory to build and sustain a culture of compliance, and maintain patient medication records in line with regulatory requirements.
• Lead Quality Improvement Projects in collaboration with internal and external stakeholders.
• Work with senior Mosaic and RxAnte leaders and health plan clients to sell, deliver, and measure clinical outcomes.
• Supervise Mosaic’s preceptor program for pharmacy students completing APPE rotations, and convene a committee of clinical and scientific leaders.
• Represent Mosaic by presenting research and educational content at conferences and events.

Senior Director, Clinical Pharmacy Services

Call Center Representative

• Handle a high volume of inbound and outbound calls, following standard scripts and protocols while actively listening to patients and caregivers to assess needs and coordinate next steps, including confirming or rescheduling new patient visits.
• Provide information about pharmacy services, including medication delivery, refill scheduling, and prescription status.
• Document all interactions accurately in pharmacy and CRM systems.
• Route calls to pharmacists or the appropriate pharmacy team members based on clinical or urgent needs.
• Assist patients with insurance, co-pays, prior authorizations, and general pharmacy questions.
• Escalate complex or sensitive concerns to supervisors or pharmacists.
• Follow quality assurance standards on every call, including HIPAA and internal operating procedures.
• Meet contact center performance metrics, including average handle time, call resolution rate, and quality scores.
• Participate in regular training to stay current on pharmacy policies, procedures, and systems.

Patient Contact Center Representative

• 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.