Patient Enrollment Representative – Outbound Call Center
Mosaic Pharmacy Service
full-time
Posted on:
Location Type: Remote
Location: Washington • United States
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Salary
💰 $18 - $20 per hour
Job Level
About the role
- 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.
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
- Bilingual/English+Spanish fluency is a plus.
Benefits
- Annual accrual 160 hours of Paid Time Off
- 401(k) Plan with employer matching contribution
- Health, dental, vision insurance
- Health savings account (HSA)
- Life insurance
- Quarterly incentive program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data entryCRM systemscall center technologyenrollment communicationsonline management software
Soft Skills
communication skillsinterpersonal skillsempathyprofessionalismdiscretion
Certifications
High School DiplomaGED