Clinical Specialist Digital Services Enablement

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.

Your role:

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. 

What you’ll be doing:

• 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.

What you’ll bring:

• Associates degree or equivalent experience required.

• Plus 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)

• Previous experience with dialysis therapy patients is a plus

Vantive is committed to supporting the need for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

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 $60,000 to $75,000 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 on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. 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 compens