Home Navigator Specialist (Remote for IN, IL, WI or FL residents)

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.Your role at VantiveThis 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. The Specialist balances service quality, speed, compliance, and cost while proactively coordinating across internal teams to deliver reliable, patient-centered outcomes. Success in this role requires empathy, strong critical thinking, accountability, and the ability to manage ambiguity while meeting or exceeding key performance indicators.WHAT WE OFFER FROM DAY 1: Paid Time Off (4 weeks) and Paid Holidays (10 paid) Medical, Dental, Disability and Life Insurance coverage Vision and Voluntary Benefits Paid Parental Leave Retirement Savings Plan Flexible Health Care Spending Accounts Educational Assistance Plan Ability to work overtime Your team Primary point of contact for new Renal customers throughout their first 90 days of therapy 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 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 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 Assist 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 What you'll bring 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. Candidates must reside in Illinois (IL), Wisconsin (WI), Indiana (IN), or Florida (FL) and hold an active Certified Pharmacy Technician (CPhT) certification in their state of residence, where required by state law. 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 reside in either Indiana, Illinois, Wisconsin or Florida Must be flexible to cover a shift during Customer Care hours of operation 7:00 AM to 6:00 PM CST 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.