Home Navigator Specialist (Remote)

About the role

This position serves as a dedicated specialist responsible for managing complex customer needs end-to-end across order fulfillment, patient onboarding, and service resolution for new Renal customers. This role serves as the primary point of contact for customers and internal partners, exercising independent judgement to assess situations, navigate workflows, and drive resolution without unnecessary transfers whenever possible.

Responsibilities

• Manage a caseload of approximately 30 to 40 new customers per week, with multiple outbound and inbound calls, and responsive follow-up
• Own complex customer inquiries from intake through resolution, ensuring clear next steps and closure on every interaction
• Own patient onboarding and ongoing service support, ensuring accuracy, compliance, and continuity of care
• Process and manage orders using established procedures while identifying exceptions that require judgment or cross-functional coordination
• Review and coordinate open Salesforce cases and work orders
• Resolve complex questions, complaints, and service issues by analyzing root causes and recommending or implementing solutions
• Educate customers on available resources and delivery processes
• Communicate proactively with customers across phone and non-phone channels, setting clear expectations and timelines
• Identify, document, and escalate service failures or process gaps; contribute insights to improve workflows and customer experience
• Partner closely with internal teams (Tech Support, PD Telecare, Distribution, Credit & Collections, Sales, Transportation) to drive timely resolution
• Aid Frontline call queue based on business needs
• Support onboarding and development of new team members through peer coaching and knowledge sharing
• Meet or exceed department KPIs related to quality, efficiency, and customer satisfaction

Requirements

• Requires a high school diploma with a minimum of 2+ years of Supply Chain or Customer Care experience
• Associate or Bachelor’s degree preferred
• Licensed and Certified Pharmacy Technician (CPhT) required
• Strong interpersonal, verbal, and written communication, with active-listening and critical thinking skills
• Ability to interact effectively with all levels of professionals (RNs, patients, other medical professionals)
• Strong organizational and multi-tasking skills
• Proficient with JDE, Salesforce.com and Microsoft Office
• Demonstrated ability to own complex issues and collaborate across functions
• Ability to work remotely using a high speed wired internet connection
• Must be flexible to cover a shift during Customer Care hours of operation 7:00 AM to 6:00 PM CST

Qualifications

• High School Diploma or equivalent
• Minimum 2+ years of Supply Chain or Customer Care experience
• Associate or Bachelor’s degree preferred
• Licensed and Certified Pharmacy Technician (CPhT)

Skills

• Interpersonal, verbal, and written communication
• Active listening and critical thinking skills
• Effective interaction with all levels of professionals (RNs, patients, other medical professionals)
• Organizational and multi-tasking skills
• Proficiency with JDE, Salesforce.com and Microsoft Office
• Ability to own complex issues and collaborate across functions
• Remote work capability

Benefits

• Paid Time Off (4 weeks) and Paid Holidays (10 paid)
• Medical, Dental, Disability and Life Insurance coverage
• Vision and Voluntary Benefits
• Paid Parental Leave
• Retail Savings Plan
• Flexible Health Care Spending Accounts
• Employee Discount Program
• Employee Assistance Program (EAP)
• Childcare benefits

Pay

The estimated base salary for this position is $48,000 - $60,000 annually.

Schedule

Shift: 7:00 AM to 6:00 PM CST