**Customer Care - Call Center Expert 2/ MEWPJP00027908** **Location : 200 Pier 4 Boulevard Boston MA 02210 United States / Fully Remote** **schedule; Monday-Friday, 11:30am-8:00pm ideal** Good phone experience, customer support experience is huge. Fast paced environment. computer and phone skills training will be during the day on EST in-between the hours of 8am-5pm. trainings do take approximately 1 month Associate degree in any discipline with 1+ year of reimbursement and/ or customer care experience in health insurance, or healthcare industry OR High School Diploma or GED with 2+ years of reimbursement and/ or customer care experience in health insurance, or healthcare industry. **Job Summary:** + Provide telephone support to patients, responding to inquiries as they enroll in treatment and receive specialty drug therapy. + Answer all incoming phone calls promptly and professionally, focusing on a First Call Resolution approach. + Manage patient inquiries related to product and disease state information, program fulfilment materials, + refill requests, copay questions, reimbursement inquiries, and adherence event reporting to clinical personnel. + Process Service Request Forms (SRFs) within twenty-four business hours of receipt, ensuring accurate data entry in the iBond system. + Collaborate with colleagues at all levels to ensure that policies and procedures align with operational needs and service standards. + Continuously improve processes to maximize efficiency while maintaining customer satisfaction (CSAT), service level agreements (SLAs), and other team metrics. + Apply critical thinking to analyze problems, conduct root cause analysis, and propose effective solutions. + Actively listen to callers, probe for clarification, and provide guidance based on patients needs. + Utilize approved processes as outlined in job aids and supporting documents to ensure compliance with workflows. + Leverage the functionality of the iBond application to enhance data entry accuracy. + Maintain compliance with regulations regarding the access and sharing of patients personal health information (PHI), following secure communication methods. + Perform ongoing administrative duties as required. + Participate as a team member on cross-functional project teams related to departmental initiatives, effectively communicating issues and results. Thanks & Regards Preeti Pandey Sr. Technical Recruiter Preeti.pandey@experis.com **100 Manpower Place - Milwaukee, WI 53212** ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.