Home Navigator Specialist

Job Description

REQUIREMENTS

• 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
• 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

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

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