Remote Patient Contact Center Specialist

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

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.