Patient Enrollment Representative

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Conduct an average of 120 outbound calls daily to potential patients, utilizing call center technology to provide education, answer inquiries, enroll individuals, and arrange onboarding calls with pharmacy technicians.

• Assist prospective patients through the enrollment process using a sanctioned script, ensuring they comprehend the steps and commitment involved in becoming a Mosaic patient.

• Receive and respond to inbound calls from both prospective and existing patients, completing each call in accordance with established procedures.

• Perform follow-up calls to reschedule patients, confirm appointments, and verify completion of onboarding steps.

• Accurately document interactions, outcomes, and enrollment appointments within Mosaic’s systems.

• Leverage multiple communication channels, including digital messaging, to ensure timely patient onboarding.

• Collaborate with providers and doctors’ offices to monitor onboarding status and facilitate a seamless transition into Mosaic’s services.

• Promptly escalate patient complaints or concerns to the appropriate supervisor.

• Achieve departmental performance metrics, encompassing outbound call volume, daily scheduled appointments, adherence to schedules, and quality targets.

• Safeguard patient confidentiality while adhering to all relevant laws and organizational policies.

⛳️ Requirements

• Minimum of 1 year of experience in a contact center, patient-facing provider office, or customer service role.

• Demonstrated ability to manage a high volume of outbound calls while consistently achieving performance targets.

• Strong, persuasive, and empathetic communication style, capable of quickly building rapport and clearly explaining services over the phone.

• Comfort in adhering to approved scripts to maintain clarity, consistency, and compliance.

• Exceptional attention to detail and proficiency in accurate data entry for transparent documentation.

• Discretion and care when managing sensitive or confidential patient information.

• Capability to work independently from a dedicated, distraction-free home office while handling continuous calls throughout the workday.

• Reliable home internet connection of at least 100 Mbps with wired ethernet access.

• Availability to work assigned shifts Monday through Friday from 9:00 a.m. to 6:30 p.m. Eastern, as well as Saturday from 10:00 a.m. to 2:00 p.m.

• Must be authorized to work in the U.S. without requiring company-sponsored visa sponsorship.

🏝️ Benefits

• Medical, dental, and vision coverage with prescription benefits, with the Company covering 100% of the employee-only premium.

• A Health Savings Account with company contributions.

• A 401(k) retirement plan with employer matching.

• Company-paid life, long-term disability, and accidental death and dismemberment insurance, along with voluntary short-term disability options.

• Access to 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.