Patient Contact Center Representative (Remote)

About the role

Mosaic Pharmacy Service is a wholly owned subsidiary of RxAnte, a leading provider of value-based pharmacy care management solutions for health plans. Our mission is to improve people's health by helping them get more from their medicines.

Responsibilities

• 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.
• Aid 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.

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.
• 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.

Qualifications

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

Skills

• Excellent communication skills.
• Attention to detail.
• Customer service orientation.
• Ability to follow standardized scripts.
• Knowledge of healthcare compliance.

Benefits

RxAnte and Mosaic Pharmacy Service offer a comprehensive benefits package designed to support your health, financial security, and work-life balance. Highlights include medical, dental, and vision coverage with prescription benefits, 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, 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, and a secure, quiet space for your workspace furniture.

Pay

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.

Schedule

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. Assigned upon hire.

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.