Patient Enrollment Representative

• Make an average of 120 outbound calls per day to prospective patients
• Educate prospective patients, answer questions, enroll patients, and schedule onboarding calls with pharmacy technicians
• Guide prospective patients through the enrollment process using an approved script
• Accept and respond to inbound calls from prospective and current patients
• Make follow-up calls to reschedule patients, confirm appointments, and ensure onboarding steps are completed
• Document interactions, outcomes, and enrollment appointments accurately in Mosaic’s systems
• Use digital messages and other communication channels to move patients through onboarding on time
• Collaborate with provider and doctors’ offices to review onboarding status and support transitions into Mosaic’s services
• Escalate patient complaints or concerns to the appropriate supervisor
• Meet outbound call volume, appointments scheduled, schedule adherence, and quality targets
• Protect patient confidentiality and follow applicable laws and organizational guidelines

• At least 1 year of contact center, patient-facing provider office, or customer service experience
• Proven ability to manage a high volume of outbound calls while consistently meeting performance targets
• Strong, persuasive, and empathetic communication style with the ability to build rapport quickly and explain a service clearly by phone
• Comfort following approved scripts to ensure clarity, consistency, and compliance
• Exceptional attention to detail and accurate data entry for clear documentation
• Discretion and care when handling sensitive or confidential patient information
• 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
• 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 9:00 a.m. and 6:30 p.m. Eastern, plus Saturday 10:00 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
• Prior experience with CRM systems and enrollment communications (preferred)
• Pharmacy experience (preferred)
• Bilingual English and Spanish (preferred)

Demonstrates strong communication skills with the ability to manage high volumes of outbound calls while ensuring patient confidentiality and accurate documentation. Proficient in using CRM systems and following approved scripts to facilitate patient enrollment and onboarding processes.

• Outbound Call Management
• Patient Enrollment Process
• CRM System Experience
• Bilingual English and Spanish
• Attention to Detail

• Outbound Calling
• Data Entry
• Patient Onboarding
• Script Adherence
• Appointment Scheduling

• Empathetic Communication
• Persuasive Communication
• Rapport Building
• Discretion
• Independent Work

• Contact Center Experience
• Patient-Facing Experience
• Confidentiality Compliance
• Healthcare Services
• Pharmacy Experience

• Mosaic Systems
• CRM Systems