Mosaic Pharmacy Service

Call 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.

Patient Contact Center Representative

Pharmacist

• Serve as the first point of contact for new patients via phone or video
• Conduct comprehensive medication history interviews and reconcile prescriptions
• Educate patients on Mosaic’s pharmacy services and benefits
• Synchronize medication regimens and schedule initial medication shipment
• Contact previous pharmacies to coordinate prescription transfers
• Collaborate with prescribers to obtain new prescriptions
• Address patient inquiries regarding insurance, costs, and coverage
• Support claims processing and resolve third-party billing issues
• Accurately enter prescription details into the pharmacy system to ensure precise and timely medication fulfillment
• Thoroughly and accurately document patient information in our pharmacy management system
• Serve as point-of-contact for new patients

Patient Contact Center Representative

Pharmacy Onboarding Enrollment Coordinator