Clinical Specialist Digital Services Enablement

Vantive • Deerfield, IL

8d • $60,000 - $75,000 • Hybrid

About The Position

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. Resolves customer questions, complaints and requests which may include technical information. Serves as the clinical contact for Vantive PD patients, clinics and internal team members.

Requirements

• Associates degree or equivalent experience required.
• 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)

Nice To Haves

• Previous experience with dialysis therapy patients is a plus

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.
• 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.

Benefits

• medical
• dental
• vision coverage
• basic life insurance
• accident insurance
• short-term disability insurance
• long-term disability insurance
• business travel accident insurance
• Aon Pooled Employer Plan (“Aon PEP”)
• Vantive’s 401(k) retirement savings plan
• Flexible Spending Accounts
• educational assistance programs
• paid holidays
• paid time off ranging from 20 to 35 days based on length of service
• family and medical leaves of absence
• paid parental leave
• commuting benefits
• Employee Discount Program
• Employee Assistance Program (EAP)
• childcare benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree