• Make an average of 120 outbound calls per day to prospective patients using call center technology to educate, inform, and answer questions about available services; enroll patients in the program and schedule onboarding call with a pharmacy technician. • Clearly and compellingly communicate on behalf of Mosaic Pharmacy Service using an approved script provided by the organization. • Guide prospective members through the enrollment process, ensuring they understand the commitment and steps to becoming a Mosaic patient. • Maintain a positive, professional, and enthusiastic tone on every call. • Consistently meet departmental performance metrics (e.g., outbound calls, average appointments scheduled per day, schedule adherence, quality targets, etc.). • Escalate patient complaints or concerns promptly to the appropriate supervisor. • Appropriately track and record patient interactions/outcomes, and schedule enrollment appointments in Mosaic’s technology systems, ensuring accurate documentation. • Accept and respond to inbound calls from prospective or current patients, addressing inquiries and completing calls according to procedure. • Make follow-up calls as needed to reschedule patients, confirm appointments, and ensure completion of onboarding steps. • Demonstrate a strong understanding of Mosaic’s offerings to maintain effective, informative conversations with patients. • Show discretion and empathy when working with sensitive or confidential patient information. • Apply excellent written, verbal, and interpersonal communication skills to deliver accurate information, manage challenging conversations, and uphold Mosaic’s standards of professionalism. • Use multiple communication channels including sending digital messages to support patient onboarding and ensure timely completion of the enrollment process. • Adhere to all required scripting, processes, and protocols. • Collaborate with providers (doctors’ offices) to review the status of patient onboarding and support a smooth transition into Mosaic’s services. • Always observe all patient confidentiality laws and organizational guidelines.