Outbound Contact Center Specialist

Company: Mosaic Pharmacy Service
Location: Sterling
Posted on: June 22, 2022

Job Description:

Job DescriptionSalary: Company Profile Medicines are powerful—they can prevent and heal disease, but they can also be costly, ineffective or even harmful if not prescribed and taken correctly. The team at Mosaic Pharmacy Service is helping people get more from their medicines™. Mosaic Pharmacy Service provides comprehensive pharmacy care to medically complex and vulnerable seniors. We provide a patient-focused, pharmacist-driven care model in collaboration with health systems, assisted living facilities and health plans. Our goal is to help our patients feel better about the medications they take every day by simplifying medication regimens, improving adherence, and driving positive outcomes. Mosaic is looking for caring, motivated, and creative individuals to join our team for an innovative new career opportunity.Description: Providing a superior level of service and pharmacy care to our members begins with you, an Outbound Contact Center Specialist. You are highly empathetic and a great communicator who is energized and ready to serve at the front line of helping seniors and their caregivers. In this role, you will be conducting patient outreach by phone on behalf of the Mosaic Pharmacy Service health plan clients. Further, you will proactively interact with potential patients who are both eligible and interested in learning more about Mosaic and how to get started. You will be responsible for clearly communicating the value of our service, addressing patient questions, and scheduling an initial phone or video visit with one of our Onboarding Specialists – the next step in becoming a Mosaic patient. A position as an Outbound Contact Center Specialist gives you the chance to communicate with patients and be the "voice" of our company. You will support the most vulnerable population in your community- the chronically ill. This is a full-time, hybrid role which will require 1-2 weeks of in-person training followed by -2 days a week in-person at our dynamic, brand-new headquarters in Sterling, VA and -3 days a week working remotely. Pre-employment background check and drug screen mandatory. Skills and Experience:

• Exceptional customer service, active listening, verbal and written communication skills, and professional phone voice
• Understanding of company products, services, and policies
• Proficiency with computers, especially with CRM software, and strong typing skills
• Strong time management and decision-making skills
• Adaptability and accountability
• Ability to overcome objections and persuade members to take action / change behavior
• Ability to excel in a fast-paced work environment where constant learning, change, and multi-tasking is required
• Flexibility to customize approach to meet all types of member communication styles and personalitiesPrimary Responsibilities:
  • Make outbound calls from a targeted list of eligible patients to describe the benefits of Mosaic, field concerns, questions and common objections and then schedule a phone or video patient visit
  • Respond to members and providers in a polite and courteous manner, with patience, empathy, care, compassion, and sincerity in voice tone and pace
  • Describe Mosaic Pharmacy Service in a way that is both compelling and easily understood
  • Serve as an agent, going above and beyond for patients, creating a memorable patient experience, and providing expert, proactive service to patients by:
    • Finding creative ways to do more than what the member expects
    • Delighting each member by meeting their unexpressed needs
    • Leaving each person feeling confident and cared for
    • Utilize approved communications equipment and software to document call interactions and schedule in-home patient assessments
    • Key job success metric: Rate of successfully scheduled remote onboarding visits Qualifications:
      • High School Degree or GED Equivalent is required

Keywords: Mosaic Pharmacy Service, Sterling , Outbound Contact Center Specialist, Other , Sterling, Virginia