Specialist, Home Navigator

About the role

Vantive is seeking a dedicated specialist to serve as the primary point of contact for new Renal customers. This role involves managing complex customer needs end-to-end, including order fulfillment, patient onboarding, and service resolution.

Responsibilities

• Manage a caseload of approximately 30 to 40 new customers per week, handling multiple outbound and inbound calls, and providing responsive follow-up.
• Own complex customer inquiries from intake through resolution, ensuring clear next steps and closure on every interaction.
• Assess customer needs and determine appropriate actions across systems, workflows, and internal partners without unnecessary escalation.
• Manage 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, resolving 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 the 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

• 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 skills, with active-listening and critical thinking abilities.
• 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.
• Flexible to cover a shift during Customer Care hours of operation (7:00 AM to 6:00 PM CST).

Qualifications

• None specified.

Skills

• Excellent communication skills.
• Strong problem-solving and critical thinking skills.
• Ability to manage ambiguity and meet or exceed key performance indicators.
• Effective teamwork and collaboration skills.
• Knowledge of healthcare industry and patient care processes.

Benefits

We understand compensation is an important factor as you consider the next step in your career. At Vantive, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $48,000 - $60,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based upon location, skills and expertise, experience, and other relevant factors.

US Benefits at Vantive include:

• Comprehensive compensation and benefits packages, including medical, dental, and vision coverage that starts on day one, as well as 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, to help you prepare for your future.
• 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 include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits.

Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Vantive’s US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Vantive.

Equal Employment Opportunity: Vantive evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

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