Contact Center Specialist

Overview:

The Contact Center Specialist serves at the front lines of our work by interacting with referred patients, clearly communicating the value of our service, listening to and addressing customer questions and concerns, and scheduling in-home assessments. Your skills and experience in healthcare and customer service will be invaluable as you receive referrals from our health care organization clients, get to know prospective patients and their drug therapy challenges, and get them started with Mosaic Pharmacy Service. It requires unusual compassion, empathy, organization, creativity and top-notch skills in patient communication. We are especially interested in candidates fluent in multiple languages. You’ll have many opportunities to engage with patients initially and during follow-up contact, and receiving patient calls to our pharmacy for various questions. For the right candidates, this is a chance to join a terrific team that helps our patients feel better about the medicines they take every day™.

Job Description:

• Takes inbound referral calls from patients or health care organizations, describes Mosaic services, and schedules in-home patient assessments.
• Makes follow-up outbound calls to patients to discuss Mosaic services and schedule in-home patient assessment.
• Effectively communicates the Mosaic Pharmacy Service programs and obtains high participation rates of in-home patient assessment appointments.
• Possesses and demonstrates experience in positive interactions with customers in a sales environment.
• Regularly practices discretion and empathy while working with patients and sensitive/confidential information.
• Utilizes approved communications equipment and software to document patient call interactions and schedule in-home patient assessments.
• Practices excellent written, verbal, listening and interpersonal communication skills necessary to effectively interact with all levels of internal and external parties, to convey information correctly, manage difficult situations, and always represent Mosaic Pharmacy Service in the most favorable manner.

Qualifications:

• High School Degree or GED Equivalent is required.
• Bilingual – English + Spanish speakers strongly encouraged to apply.
• Proficient in Microsoft Word, Outlook and Google and ability to learn new software as needed.
• At least one-year office experience is required.
• Ability to work during available shifts between 9:00 am - 8:00 pm EST.
• Experience in customer service or sales role; interacting with older adults and/or health care services is strongly preferred.
• Strong written and oral communication skills including ability to be able to communicate effectively with all level of patients and employees.
• Strong time-management skills and keen eye to detail.
• Ability to manage all situations in a calm and positive manner.
• Ability to learn new processes quickly in a fast-paced environment.
• Strong interpersonal skills.
• Qualified bilingual staff or Qualified Interpreter certification.