Customer Care Representative (18 Months Contract)

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 at Vantive:

In this role, you will serve as a first point of customer contact regarding such matters as order management, product complaints, service complaints, adverse events, and general inquiries. You will be responsible for initial intake, documentation, and distribution of customer needs, as required. You will provide independent resolution to moderately complex inquiries and responsible for investigation of problems related to shipment of products, returns, credits, and orders.

What you'll do:

• Provides first point of contact for all customer inquiries and  product/service complaints through phone, fax, email, or online.

• Provides first point of contact for order entry for both institution and Home Patient.

• Thoroughly documents all inquiries in adherence with company procedures.

• Redirects complex or specialized concerns to appropriate team for follow up (e.g. – medical inquiries, technical product support) when applicable

• Expedites customer orders as required.

• May provide guidance and training to department new hires

• Investigates and resolves problems related to shipment of products, returns, credits, and orders.

•  Handle processing and issuing credits for returns.

• Sets-up new patients as per key requirements, maintains other records, and prepares customer required reports

• Patent management for inbound and international travel requirements

• Supports resolution of errors within GFax and EDI transactions

• Manages cycler deployment process

• Manage sample export and input order

• Prepares key customer/patient metric reports and resolves

• Resolves customer questions, and handles requests, where judgment and initiative are required to resolve and/or make recommendations.

• Perform initial data collection for product complaints and adverse events which may include:

  • Evaluate complaint for need to investigate and coordinate sample retrieval

  • Provide complainants resolutions (written or verbal) communication for known issues

  • Notification to third parties of product complaint

What you'll bring:

• High school diploma or Bachelor’s degree preferred in life science, health science, or related discipline.

• 2 years experience in customer service

• Exceptional verbal and written communication skills

• Ability to thrive in a very fast-paced environment

• Analytical and business problem-solving skills

• Ability to facilitate and manage change

• Strong organizational and interpersonal skills.

• Ability to ask the right questions and lead conversations.

• Ability to interact effectively with all levels of professionals (RNs, patients, other medical professionals).

• Strong ability to multi-task.

• Strong orientation for metrics

Nice to have:

• 5 years of customer service experience

• Prior working experience in the Healthcare / medical device industry

• Basic knowledge of broad supply chain activities

• Bilingual in French and English, Written and Verbal

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.

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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

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