Role Description The Enteral PSR is responsible for assisting the clinical staff in the provision of clinical pharmacy services to NELC’s home infusion therapy enteral patients via ongoing communication with patients, caregivers, and Home Health Agency staff members. - Contacts Enteral patients at regularly scheduled intervals to review supply needs. - Documents and communicates changes in demographics, insurance, physicians, and patient’s orders in the Electronic Medical Record (EMR) and to appropriate departments. - Accurately enters delivery tickets into the EMR using Templates. - Manages all patient delivery timelines. - Communicates unexpected changes in product or supply usage to appropriate individuals (physician, home health agency, patient or caregiver). - Accurately and efficiently records important service information in the EMR. - Informs other members of NELC’s billing, reimbursement, and enteral team of changes in service. - Initial and ongoing assessments are timely and accurately completed and documented in EMR. - Keeps all Enteral orders on patient up to date and accurately recorded in the EMR. - Informs appropriate internal and external staff of changes in signed orders that are received from physicians. - Makes calls to patients regarding routine equipment swaps. - Accurately triages equipment issue calls to the appropriate staff member. - Communicates with nutritional support staff regarding patient’s formula or supply issues. - Provides assistance with follow-up activities as required by nutritional staff. - Assures patient compliance with payer regulations (i.e., Medicaid/Medicare) regarding use of approved supplies and product formula. - Makes Enteral Supply calls to patients following NELC guidelines. - Appropriately triages clinical nutrition questions and concerns to the appropriate staff member for assessment or follow-up by Registered Dietitian. - Follows NELC policies and procedures in the normal conduction of company business. - Assures that professional practice complies with state and federal regulations including, but not limited to the HIPAA Privacy and Security regulations and NELC’s Corporate Compliance Program. - Ensures that confidentiality of patient information is maintained in accordance with state and HIPAA Privacy and Security regulations. Qualifications - Previous experience in customer service field - Excellent customer service skills - Ability to communicate effectively with patients and all levels of NELC staff - Excellent organizational skills - Knowledge/practical experience with microcomputer systems such as Microsoft Office (Word, Excel, PowerPoint, Outlook) - Dependability in attendance and job performance Requirements - Previous experience in healthcare field (preferred) - Knowledge of HIPAA Privacy and Security regulations (preferred) - Knowledge of the Joint Commission process (preferred) Benefits - Remote position - Career Ladder - Health Insurance - Dental Insurance - Vision Insurance - Generous employer-matched 403b savings program - Company paid: Life insurance, Short- and long-term disability insurance - Paid Time Off - And much more!

Role Description New England Life Care is hiring a Full Time Central IV Patient Service Representative (PSR) to support our growth. The ideal candidate for this position enjoys a fast-paced environment and provides excellent customer service. If you have previous customer service and call center experience, this may be the position you have been looking for! If not, don't let that discourage you! We will train you on everything you need to know in order to be successful. This position is responsible for: - Timely and accurate patient refills, compassion and care. - Engaging clinical staff to provide pharmacy services to NELC’s patients. - Ongoing communication with patients, caregivers, and Home Health Agency staff members. This is a 40 hour per week position with a rotating weekend and holiday schedule. Weekend shifts will be paid an additional differential, and holidays worked will be 2.5 x the normal rate of pay. This is a remote position, but will require occasional travel to a branch location for training (usually once per year). Only hiring remotely in the following states: - Maine - Massachusetts - North Carolina - Rhode Island - Florida - New Hampshire Qualifications - Previous experience in customer service and/or contact center field. - Excellent customer service skills. - Ability to communicate effectively with patients and all levels of NELC staff. - Ability to manage multiple tasks simultaneously and contribute to strengthening the team environment. - Well-organized with strong attention to detail; consistently delivering quality and care. - Knowledge/practical experience with microcomputer systems such as Microsoft Office (Word, Excel, PowerPoint, Outlook). - Ability to learn internal systems to effectively perform job. - Dependability in attendance and job performance. - Displays empathy, care, and compassion. Requirements - Accurately enters delivery tickets into CPR+ to ensure accurate & timely deliveries. - Manages all patient delivery timelines and communicates unexpected changes in product or supply usage. - Accurately and efficiently records important service information within Patient’s account in CPR+ per standard operating procedures. - Makes calls to patients regarding routine equipment swaps and triages equipment issue calls. - Communicates with clinical staff regarding adverse drug reactions or supply issues & documents within CPR+. - Assures patient compliance with payer regulations regarding use of approved supplies and product formula. - Ensures patient confidentiality at all times. - Monitors all patients for delivery intervals and follows up with patients or HHA when no delivery has been requested within the past 45 days. - Demonstrates the ability to troubleshoot problems verbalized by customers. - Actively engages with internal partners to improve customer experience. - Other duties as assigned. Benefits - Career Ladder - Health Insurance - Dental Insurance - Vision Insurance - Generous employer-matched 403(b) savings program - Company paid: Life insurance, Short- and long-term disability insurance - Paid Time Off - And much more!

• The TA Agent will collaborate with field managers to support their hiring needs. • The TA Agent is expected to leverage best practice recruiting methodologies and incorporate diversity in the candidate search. • Ensure an understanding of job duties, responsibilities, and business requirements for each role. • Conduct a high volume of phone screens to reach at least 65% to 75% of our "interested" candidates. • Schedule interviews for management with a high goal of 75% to 85% show rate. • Reach out to candidates using our specified methods, timing and reporting. • Manage the candidate experience through the Applicant Tracking System and Call Center technology. • Support a level of outbound calling activities when needed, using the calling features in Enabled Plus. This also involves following the prescribed process for resulting leads and setting future callbacks. • Source and scout potential talent using key-word searches, social networking, and research tools. • Leverage in-house ATS to identify, attract, present, and recruit top talent. • Organize post-interview debrief/feedback with interview teams and candidates. • Maintain accurate and well-ordered documentation on all candidates, searches, hiring manager's interactions, and other recruiting activities. • Working hours will be 10:30am - 7:00pm CST. • Other duties as assigned by supervisor.

Role Description We are looking for Call Center Agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will work evening hours handling inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on new products and services. Candidates should have excellent communication skills, be willing to learn on the job, and be highly reliable. This is a wonderful opportunity for you to start your career here. With our industry-leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management. Responsibilities - Handle inbound and outbound contacts in a courteous, timely, and professional manner - Ensure first call resolution through problem solving and effective call handling - Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed - Accurately document and process customer claims in appropriate systems - Lead fact-finding discussions to determine the best options for the customer - Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures - Comply with requirements surrounding confidential information and personal information - Escalate customer issues to the appropriate staff and managerial for resolution as needed - Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes - Adhere to all attendance and work schedule requirements Qualifications - Must be 18 years of age or older - High school diploma or equivalent - Excellent organizational, written, and oral communication skills - The ability to type swiftly and accurately (20+ words a minute) - Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) - Basic understanding of Windows operating system - Highly reliable with the ability to maintain regular attendance and punctuality - The ability to evaluate, troubleshoot, and follow-up on customer issues - An aptitude for conflict resolution, problem-solving, and negotiation - Must be customer service oriented (empathetic, responsive, patient, and conscientious) - Ability to multi-task, stay focused, and self-manage - Strong team orientation and customer focus - The ability to thrive in a fast-paced environment where change and ambiguity are prevalent - Excellent interpersonal skills and the ability to build relationships with your team and customers Preferred Qualifications - One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment - State or Federal work experience Benefits - Paid Time Off: Earn PTO and paid holidays to take the time you need. - Health Benefits: Full-time employees are eligible for supplemental health coverage through Blue Cross. - Life Insurance: Access life insurance options to safeguard your loved ones. - Supplemental Insurance: Accident and critical illness insurance - Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. - Paid Training: Learn new skills while earning a paycheck. - Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement. - Casual Dress Code: Be comfortable while you work.