Home Navigator Specialist (Remote)
About The Position
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. 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.
Requirements
- Requires a high school diploma with a minimum of 2+ years of Supply Chain or Customer Care experience
- 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
Nice To Haves
- Associate or Bachelor’s degree preferred
Responsibilities
- 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
Benefits
- Paid Time Off (4 weeks)
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
