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Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Summary:       

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.

Essential Duties And 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

Education and/or Experience:        

• 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

We understand compensation is an important factor as you consider the next step in your career. At Vantive, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $48,000 - $60,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

US Benefits at Vantive

This is where your well-being matters. Vantive offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical, dental and vision coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Aon Pooled Employer Plan (“Aon PEP”), Vantive’s 401(k) retirement savings plan, to help you prepare for your future.  The Aon PEP is designed to help improve retirement outcomes by providing retirement resources more efficiently.  The plan offers a robust set of investment options, financial education, and a suite of resources to support your retirement goals.

We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Vantive’s US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Vantive

Equal Employment Opportunity

Vantive is an equal opportunity employer. Vantive evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
                                                                                                                                                               
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Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

Recruitment Fraud Notice

Vantive has discovered incidents of employment scams, where fraudulent parties pose as Vantive employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.