Home Navigator Specialist

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• This role acts as a dedicated specialist tasked with managing intricate customer requirements from start to finish, encompassing order fulfillment, patient onboarding, and service resolution for new Renal customers.

• The position serves as the main point of contact for customers and internal stakeholders, utilizing independent judgment to evaluate situations, navigate workflows, and facilitate resolution without unnecessary transfers when feasible.

• The Specialist ensures a balance of service quality, efficiency, compliance, and cost while proactively collaborating with internal teams to achieve dependable, patient-focused outcomes.

• Achieving success in this position demands empathy, robust critical thinking, accountability, and the capability to navigate ambiguity while meeting or surpassing key performance indicators.

• Serve as the primary contact for new Renal customers during their initial 90 days of therapy.

• Manage a caseload of roughly 30 to 40 new customers weekly, involving multiple outbound and inbound calls along with prompt follow-up.

• Take ownership of intricate customer inquiries from initiation to resolution, ensuring clear next steps and closure for every interaction.

• Evaluate customer needs and determine suitable actions across various systems, workflows, and internal partners without unnecessary escalations.

• Oversee patient onboarding and continuous service support, guaranteeing accuracy, compliance, and continuity of care.

• Process and manage orders following established procedures while identifying exceptions that require discretion or cross-functional collaboration.

• Review and coordinate open Salesforce cases and work orders.

• Address complex questions, complaints, and service issues by analyzing root causes and proposing or implementing solutions.

• Educate customers about available resources and delivery processes.

• Communicate proactively with customers through phone and non-phone channels, establishing clear expectations and timelines.

• Identify, document, and escalate service failures or process gaps; contribute insights to enhance workflows and customer experiences.

• Collaborate closely with internal teams (Tech Support, PD Telecare, Distribution, Credit & Collections, Sales, Transportation) to ensure timely resolutions.

• Assist the Frontline call queue according to business requirements.

• Support the onboarding and development of new team members through peer coaching and knowledge sharing.

• Meet or exceed departmental KPIs related to quality, efficiency, and customer satisfaction.

⛳️ Requirements

• A high school diploma is required, along with a minimum of 2+ years of experience in Supply Chain or Customer Care.

• An Associate or Bachelor’s degree is preferred.

• A Licensed and Certified Pharmacy Technician (CPhT) certification is mandatory.

• Candidates must reside in Illinois (IL), Wisconsin (WI), Indiana (IN), or Florida (FL) and maintain an active Certified Pharmacy Technician (CPhT) certification in their state of residence, as required by state law.

• Strong interpersonal, verbal, and written communication skills are essential, alongside active listening and critical thinking abilities.

• Capability to interact effectively with professionals at all levels (RNs, patients, and other medical professionals).

• Excellent organizational skills and ability to manage multiple tasks simultaneously.

• Proficiency in JDE, salesforce.com, and Microsoft Office is required.

• Proven ability to take ownership of complex issues and collaborate across various functions.

• Must be able to work remotely with a high-speed wired internet connection.

• Flexibility to cover shifts during Customer Care operating hours, from 7:00 AM to 6:00 PM CST, is necessary.

🏝️ Benefits

• Paid Time Off (4 weeks)

• Paid Holidays (10 paid)

• Coverage for Medical, Dental, Disability, and Life Insurance

• Vision and Voluntary Benefits

• Paid Parental Leave

• Retirement Savings Plan

• Flexible Health Care Spending Accounts

• Educational Assistance Plan

• Opportunity to work overtime