Patient Contact Center Representative (Remote)

Mosaic Pharmacy Service; Sterling (VA); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Health Savings Account with company  |

401(k) retirement plan with employer  

Life and disability insurance

Employee Assistance Program

Paid time off and holidays

Company-provided equipment

Professional development

Job summary

Mosaic Pharmacy Service seeks a Patient Contact Center Representative to handle inbound and outbound calls with empathy, guiding patients through their medication regimens.

This fully remote role supports medically complex seniors nationwide, delivering information on pharmacy services, coordinating visits, and ensuring HIPAA-compliant documentation while achieving call-center metrics.

Qualifications

• At least 1 year of contact center, patient-facing provider office, or customer service experience.
• Strong, conversational communication style with the ability to build rapport and handle patient interactions with professionalism and empathy.
• Excellent attention to detail and accurate data entry for compliant documentation.
• Familiarity with healthcare compliance, including HIPAA.
• Ability to work independently from a home office and manage continuous calls.

Responsibilities

• Handle a high volume of inbound and outbound calls using scripts and active listening to assess needs and coordinate next steps.
• Provide information about pharmacy services, delivery, refills, and prescription status.
• Document all interactions accurately in pharmacy and CRM systems.
• Route calls to pharmacists or appropriate team members based on clinical needs.
• Assist patients with insurance, co-pays, prior authorizations, and general questions.
• Escalate complex concerns to supervisors or pharmacists and follow QA standards.

Skills

Customer service

Communication

Attention to detail

Empathy

HIPAA knowledge

Tools

CRM systems

Microsoft Outlook

Microsoft Teams

Job description

Patient Contact Center Representative (Remote)

Fully Remote

• US Remote
• Mosaic Patient Contact Center

Company Overview

Over the next ten years, there will be at least 4.6 million hospitalizations from the misuse of prescription drugs in people 65 or older, resulting in $528 billion in annual avoidable costs. RxAnte is on a mission to improve people’s health by helping them get more from medicines. A rapidly growing, tech-enabled healthcare services company with over 30 million lives under management, RxAnte has become a leading provider of value-based pharmacy care management solutions for health plans.

RxAnte launched Mosaic Pharmacy Service in 2019, a wholly owned subsidiary designed to offer pharmacy and chronic care management services for our clients’ most medically complex and vulnerable members. Using data, advanced analytics, specialized software, and pharmacy automation, Mosaic is transforming the pharmacy experience for medically complex seniors while also helping payers achieve their quality improvement and cost savings objectives.

How You’ll Make a Difference

In this role, you will serve as a frontline point of contact between Mosaic Pharmacy Service and the patients we care for, handling inbound and outbound calls with professionalism and empathy and helping patients understand and navigate their medication regimens.

Your work directly supports medically complex and vulnerable seniors across the country, giving them reassurance, continuity, and the confidence to get more from the medicines they take every day.

What You’ll Do

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

Compensation

The expected pay range for this position is $18.00 to $20.00 per hour. Actual compensation within the range is determined by factors including experience and skills.

Benefits

• Medical, dental, and vision coverage with prescription benefits, with Company paying 100% of the employee-only premium
• A Health Savings Account with company contributions
• A 401(k) retirement plan with an employer match
• Company-paid life, long-term disability, and accidental death and dismemberment insurance, with voluntary short-term disability available
• An Employee Assistance Program and a benefits Customer Advocate service
• Paid time off and paid company holidays
• Company-provided equipment
• Support for professional development and training

Required

• 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. Mosaic provides the computer equipment; you provide your own workspace furniture and a secure, quiet space. 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.

Preferred

• Prior experience with CRM systems and enrollment communications.
• Pharmacy experience.
• Bilingual English and Spanish.

Conditions of Employment

All offers of employment are contingent upon the successful completion of a comprehensive background check and pre-employment drug screening.

Equal Employment Opportunity

RxAnte, and subsidiary Mosaic Pharmacy Service, are equal opportunity employers. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local law.