Patient Contact Center Representative

Mosaic Pharmacy Service

Patient Contact Center Representative providing support to patients on their medication regimens. Handling inbound and outbound calls with professionalism and compassion in a remote setting.

Posted 6/2/2026full-timeRemote • District of Columbia, Washington • 🇺🇸 United StatesJunior💰 $18 - $20 per hourWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Ability to adhere to a structured daily schedule, including designated start times, breaks, lunch, and end times.
Interest in working in a fast-paced, goal-oriented outbound and inbound contact center environment.
Proven ability to manage a high volume of calls while consistently meeting performance targets.
Comfortable following standardized scripts to ensure clarity, consistency, and compliance.
Collaborative mindset with a willingness to work closely with team members to support shared objectives.
Exceptional attention to detail and strong written communication skills for accurate documentation.
Proficiency in Microsoft Office Outlook and Teams and the ability to quickly learn and adapt to new software systems.
Ability to work independently from a home-based office and handle continuous inbound and outbound calls throughout the workday.
Understanding of and commitment to meeting daily and weekly contact center metrics (e.g., call volume, appointment setting, quality standards).
Familiarity with the healthcare industry and compliance regulations, including HIPAA guidelines.
Strong, conversational communication style with the ability to build rapport and handle patient interactions with professionalism and empathy.
Accurate data entry skills and strong organizational abilities to manage and document interactions effectively.

Benefits

Comp & perks

Annual accrual of 160 hours of Paid Time Off
401(k) Plan with employer matching contribution
Health, dental, vision insurance
Health savings account (HSA)
Life insurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

call center telephony systemspharmacy softwarecustomer relationship management (CRM) systemsdata entrydocumentation

Soft Skills

interpersonal communicationactive listeningwritten communicationattention to detailcollaborationproblem-solvingempathytime management