• Resolve patient and insurance issues through taking phone calls, answering voicemails, taking action on all correspondence, and working with walk-in patients. • Manages daily call traffic flow and makes adjustments to phone coverage based on call traffic patterns to ensure 95% of calls presented to individual Customer Service Representative and Customer Service Call Center queue are handled. • Provides training and support to all Customer Service Specialist Representatives with oversight from PFS Management. • Verify patient account balances, take payments and applies payments and adjustments to patient accounts in the various computer systems. • Triage then communicate and collaborate with team members for account resolution. • May be required to process mail and patient refunds, as well as perform cash posting, billing, and patient follow-up. • Monitors and provides data to Management regarding quality and productivity of Customer Service Specialist calls for quality and training purposes.

• Play a critical role in supporting live patient scheduling and rescheduling • Serve as the frontline communicator between patients and clinical operations • Thrive in a fast-paced, remote-first startup environment • Respond to patient replies triggered by reschedule notifications (SMS/email) • Apply Midi’s scheduling logic, appointment types, time zone complexities, and clinician availability • Monitor and respond to scheduling-related Zendesk tickets and internal Slack threads

About Plenful Plenful is on a mission to transform healthcare operations from the inside out. Fresh off our $50M Series B and bac ked by Bessemer Venture Partners, Notable Capital, TQ Ventures, Susa/Kivu Ventures, and other leading investors, we’re building the category-defining AI agentic operating platform that healthcare teams rely on to operate smarter, faster, and more efficiently. Our technology empowers healthcare operators across hospital and health systems, pharmacies and payors to eliminate manual work, reduce administrative burden, and improve compliance, all while unlocking critical revenue to fund programs for their in-need patient populations. Built by healthcare operators for healthcare operators, Plenful is driven by a deep understanding of the challenges facing today’s care teams. We’re passionate about equipping healthcare workers with world-class tools that deliver real, measurable impact, and we’re proud to serve leading healthcare organizations across the country. If you’re excited to help shape the future of healthcare, we’d love to meet you. Apply now to join our growing team! Join our growing team! As an early Customer Experience team member, you can help us shape best practices for customer implementation, support, retention, loyalty, and expansion in close partnership with our  Head of Customer Experience. Your responsibilities will expose you to a breadth of company needs as you collaborate cross-functionally with our technical, commercial, and executive teams. As the company grows, this critical role has significant growth potential. This is a unique experience to join a funded startup and see first-hand how a company is built. What You'll Do Customer Satisfaction: Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits. Customer Relationship Management: Serve as the primary point of contact for customers, starting at their implementation kick-off call. Build and maintain strong, long-lasting client relationships to ensure satisfaction and loyalty. Project Management: Oversee and track the progress of customer implementations for new use cases. Work closely with technical team members on back-end configuration to ensure customer success. Expansion Opportunities: Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms. Communication Excellence: Set a high standard for clarity, responsiveness, and professionalism in all customer interactions. Lead internal process improvement related to customer communication. Strategic Optimizations: Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability What you Bring Plenful perks Great benefits include unlimited PTO, health insurance, meal stipend, health & wellness stipend, team offsites, 401K matching, and stock options Join an all-star team with direct access to executive leadership Opportunities to further develop and refine your partnership acumen by partnering with our seasoned leaders

Adverum Biotechnologies, Inc., a wholly owned subsidiary of Eli Lilly and Company is a mission-driven clinical-stage company that aims to establish gene therapy as a new standard of care for highly prevalent ocular diseases with the aspiration of developing functional cures to restore vision and prevent blindness. Leveraging the research capabilities of its proprietary intravitreal (IVT) platform, Adverum is developing durable, single-administration therapies designed to be delivered in physicians’ offices to eliminate the need for frequent ocular injections to treat these diseases. By overcoming the challenges associated with current treatment paradigms for these debilitating ocular diseases, Adverum aspires to transform the standard of care, preserve vision, and create a profound societal impact around the globe. The Manager, Clinical Supply IRT is an experienced professional responsible for the strategy, design, configuration, validation, and lifecycle management of Interactive Response Technology (IRT) systems in support of Adverum clinical trials. This position acts as a vital link between Clinical Operations, Clinical Supply Chain, Quality Assurance (QA), Packaging/Labeling, Depots, and IRT vendors. The primary objective is to ensure accurate translation of subject randomization, site activation, inventory management, resupply logic, and shipment triggers into system design and operational execution. Note to Recruiters and Agencies All recruiter and agency inquiries must go through Adverum’s internal Talent Acquisition team.  Unsolicited resumes sent to Adverum will be considered property of Adverum.   Agencies must be expressly engaged by Adverum’s Talent Acquisition team for any requisition.  Direct contact with hiring managers by agencies will not be tolerated and may affect your ability to work with Adverum in the future. What You'll Do: ·       Lead IRT strategy during protocol development and study start-up. ·       Translate protocol requirements into IRT functional specifications in collaboration with functional leads. About You: ·       Bachelor’s degree in Life Sciences, Engineering, or a related field. ·       At least 5 years of experience in clinical trials, with a minimum of 3 years of direct IRT experience. ·       Strong understanding of clinical supply chain operations. ·       Experience with global, multi-depot studies. ·       Independent self-starter, able to lead ad-hoc teams, work without supervision, and exercise good judgment in determining objectives and approaches to assignments. ·       Systems thinking across Clinical Operations, Sites, and Supply Chain. ·       Ability to translate protocol into operational and site-friendly logic. ·       Strong vendor management and technical documentation skills. ·       Risk-based thinking for inventory and enrollment variability. ·       Expertise in managing IRT data changes and site issues without operational disruption.