Patient Journey Advocate

Solventum•San Antonio, TX

7d•Hybrid

About The Position

Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers’ toughest challenges. Solventum enables better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients’ lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue. We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

Requirements

High School Diploma/GED
Five (5) years of customer care or customer service experience in a private, public, government, or military environment
Experience managing customer interactions through phone, email, or chat support channels
Ability to communicate effectively in English, both verbally and in writing
Experience using telephony systems such as Nice InContact or similar call center platforms
Basic to intermediate proficiency in Microsoft Office applications including Word, Excel, and Outlook
Ability to multitask effectively while navigating 4–5 systems simultaneously using dual monitors
Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Nice To Haves

Experience working in a healthcare or medical customer support environment
Experience supporting patients through healthcare-related processes or services
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
Strong problem-solving and customer service skills with a patient-focused approach

Responsibilities

Managing inbound and outbound interactions with patients, home health agencies, physician offices, caregivers, and other stakeholders throughout the patient wound vac therapy journey via phone, email, dialer systems, and chat when available
Supporting the end-to-end patient wound vac therapy process including scheduling product deliveries, welcoming new patients, addressing questions, and coordinating therapy equipment returns
Proactively engaging with patients to assess needs, collect required documentation such as Proof of Delivery, and resolve documentation deficiencies in a timely manner
Accurately documenting all patient interactions and case updates within multiple systems while maintaining a high level of attention to detail
Understanding and complying with HIPAA regulations, PHI requirements, and all Solventum policies and procedures
Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.