Patient Contact Center Representative

Jobtailor; Sterling (VA); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Jobtailor in Sterling, Virginia seeks a patient-focused Call Center Specialist to support pharmacy services from a home office. You will handle high call volumes, coordinate next steps with patients, provide information on delivery, refills, and prescription status, and document every interaction in pharmacy and CRM systems while upholding HIPAA and quality standards.

This hybrid role may require occasional on-site training near Sterling; requires reliable internet, dedicated workspace, and

Qualifications

• 1+ year in contact center, patient-facing office, or customer service.
• Proven ability to handle high call volumes while meeting targets.
• Strong conversational communication with empathy and professionalism.
• Excellent attention to detail and accurate data entry.
• Comfort using standardized scripts for clarity and compliance.
• Proficiency with Outlook and Teams; quick learner of new software.
• Familiarity with healthcare compliance, including HIPAA.
• Ability to work from a dedicated home office with reliable internet.
• On-site training may be required for within 30 miles of Sterling, VA.
• Authorized to work in the U.S. without visa sponsorship.
• Background check and pre-employment drug screening completed.
• Preferred: CRM experience and bilingual English/Spanish.

Responsibilities

• Handle a high volume of inbound and outbound calls using scripts and protocols.
• Assess patient needs and coordinate next steps, including rescheduling visits.
• Provide information on pharmacy services, delivery, refills, and prescription status.
• Document interactions accurately in pharmacy and CRM systems.
• Route calls to pharmacists based on clinical or urgent needs.
• Assist patients with insurance, co-pays, prior authorizations, and questions.
• Escalate complex concerns to supervisors or pharmacists.
• Follow HIPAA and internal procedures.
• Meet contact center performance metrics (handle time, resolution, quality).
• Participate in regular training on pharmacy policies, procedures, and systems.

Skills

Contact center experience

Communication skills

Attention to detail

Empathy / professionalism

CRM familiarity

Bilingual English & Spanish

HIPAA compliance

Tools

Outlook

Microsoft Teams

CRM systems

Job description

• Handle a high volume of inbound and outbound calls using standard scripts and protocols
• Listen to patients and caregivers to assess needs and coordinate next steps, including confirming or rescheduling new patient visits
• Provide information about pharmacy services, medication delivery, refill scheduling, and prescription status
• Document all interactions accurately in pharmacy and CRM systems
• Route calls to pharmacists or 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, 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 on pharmacy policies, procedures, and systems

Requirements

• At least 1 year of contact center, patient-facing provider office, or customer service experience
• Proven ability to manage a high volume of calls while consistently meeting performance targets
• Strong, conversational communication style with the ability to build rapport and handle patient interactions with professionalism and empathy
• Exceptional attention to detail and accurate data entry for clear, compliant documentation
• Comfort following standardized scripts to ensure clarity, consistency, and compliance
• Proficiency in Microsoft Outlook and Teams, with the ability to learn new software systems quickly
• Familiarity with healthcare compliance, including HIPAA
• Ability to work independently from a dedicated, distraction-free home office and handle continuous calls throughout the workday
• Reliable home internet of at least 100 Mbps with wired ethernet access
• Own workspace furniture and a secure, quiet space; Mosaic provides the computer equipment
• Applicants within 30 miles of Sterling, Virginia may be asked to come on site for training or technology support
• Availability to work assigned shifts Monday through Friday between 8:00 a.m. and 7:30 p.m. Eastern, plus Saturday 9:00 a.m. to 2:00 p.m.; schedule assigned upon hire
• Must be authorized to work in the U.S. without company-sponsored visa sponsorship
• Successful completion of a comprehensive background check and pre-employment drug screening
• Preferred: Prior experience with CRM systems and enrollment communications
• Preferred: Pharmacy experience
• Preferred: Bilingual English and Spanish

Core Competencies

Demonstrates proficiency in managing high volumes of inbound and outbound calls while adhering to HIPAA compliance and quality assurance standards. Capable of providing exceptional patient support through effective communication and accurate documentation in pharmacy and CRM systems.

Highest-signal resume keywords

• Contact Center Experience
• HIPAA Compliance
• CRM Systems Proficiency
• Bilingual English and Spanish
• Attention to Detail

Hard Skills

• Data Entry
• Call Management
• Medication Delivery Knowledge
• Insurance Assistance
• Prior Authorization Handling

Soft Skills

• Conversational Communication
• Empathy
• Professionalism
• Rapport Building

Industry Keywords

• Pharmacy Services
• Patient Interaction
• Quality Assurance Standards
• Performance Metrics
• Healthcare Compliance

Tools & Technologies

• Microsoft Outlook
• Microsoft Teams