Clinical Specialist Digital Services Enablement

About the role

Vantive is seeking a Clinical Support Specialist to join our team. This position is responsible for delivering digitally enabled clinical services that aim to provide therapy support, enhance customer experience, improve operational efficiency, while maintaining compliance across various markets.

Responsibilities

• Provides courteous, efficient, clinical/therapeutic support and troubleshooting for new and/or existing patients/customers in assigned accounts for all digitally supported clinical services under PD Telecare umbrella.
• Serves as the clinical contact for Vantive PD patients, clinics and internal team members.
• Addresses escalated issues from the Level 1 team and serves as a primary point of contact /backup for the RTS Supervisor.
• Prepares and maintains all documentation, records, reports, and required clerical duties in accordance with GDP and privacy regulations.
• Adheres to all SOP’s, policies and procedures, including any local and department specific requirements.
• Serves as liaison between customers and various departments.
• Alerts management and customer success teams to any recurring problems or feedback for trend analysis and comprehensive issue resolution.
• Identifies and assists in implementing any changes necessary to manage the accuracy of the troubleshooting trees, training, and reference materials.
• Proactively and continually seeks enhancements and provides feedback to improve customer interface and equipment reliability.

Requirements

• Associates degree or equivalent experience required.
• Plus 2-4+ years related experience working in a call center/customer contact environment required.
• Experience in collaborating with a healthcare team to provide excellent patient care.
• Knowledge of healthcare customer success best practices and methodologies.
• Intermediate software application skills required.
• Must have proven technical and clinical troubleshooting ability.
• Requires the ability to react in a fast, effective and calm manner under pressure.
• Excellent customer service, verbal and written communication skills necessary.
• Ability to exercise independent judgement and maintain confidentiality is necessary.
• Active LPN license required (Active RN license preferred).
• Previous experience with dialysis therapy patients is a plus.

Qualifications

• Must have a valid driver's license and reliable transportation.
• Must be able to lift up to 20 pounds.
• Must be able to work flexible hours, including evenings and weekends.

Skills

• Strong problem-solving and critical thinking skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficiency in Microsoft Office Suite.

Benefits

• Comprehensive health and well-being benefits including medical, dental, and vision coverage.
• Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance.
• Financial and retirement benefits including the Aon Pooled Employer Plan (“Aon PEP”), Vantive’s 401(k) retirement savings plan.
• Flexible spending accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave.
• Additional benefits including commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits.

Pay

The estimated base salary for this position is $60,000 to $75,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors.

Schedule

This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.