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

• Respond to incoming calls efficiently and effectively with the highest level of quality service.
• Handle inbound calls with the goal of increasing business through customer satisfaction and retention.
• Answer general questions from patients with courtesy and patience.
• Confirm, schedule, and reschedule appointments, as necessary.
• Follow up with patients on scheduled appointments.
• Update patient demographics.
• Collect and verify insurance information.
• Make outbound calls to patients and clinics.
• Handle online appointment requests.
• Handle email inquiries.
• Task messages to clinics.

• Foster stronger client relationships to drive successful outcomes
• Mentor junior staff to develop their skills and capabilities
• Analyze and implement process improvements for better effectiveness
• Collaborate with stakeholders to design impactful omnichannel strategies
• Maintain elevated standards of project delivery and client satisfaction
• Utilize diagnostic insights to inform strategic decision-making

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Patient Contact Center Representative

Call Center Representative

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