Director of Customer Success and Clinical Outcomes

1 month ago

Chelmsford, United States Agile Search Inc. Full time

Director of Customer Success and Clinical Outcomes


We're seeking a motivated individual with proven experience leading the clinical support function and introducing novel remote patient monitoring products into hospitals and patient care centers.


In this role, you will be responsible for leading and building the company's clinical support function and infrastructure as we expand into new treatment/healthcare centers and hospitals. You will oversee direct support to patients and nationwide healthcare facilities, partnering with our company's technical team for seamless integration of patient monitoring technology into hospitals and treatment/healthcare centers and an exemplary experience for the patient.


The ideal candidate will have a strong background in establishing and growing a team to provide clinical support to remote patient monitoring programs and products. You will work with a variety of medical care providers and patients to scale product introduction and adoption for our groundbreaking technology that's already making a positive impact on cancer patient care.


Key Responsibilities:

 Provide clinical support for all of the company's customers and gather key data and metrics to provide insight and visibility for continuous improvement.

 Utilizing prior experience and knowledge of hospital and care center workflows, serve as the company's clinical lead, ensuring two things: 1) patient satisfaction and 2) thorough communications with company technical team during new healthcare facility integrations and help solve challenges around adoption and interoperability.

 Build a support team to ensure our customers receive exceptional support, including timely resolution of inquiries, complaints, and product issues.

 Develop and implement strategies to improve customer service and satisfaction for both the patient and for hospital systems and care centers; develop and improve policies and procedures.

 Coordinate with sales and marketing to ensure clinical support activities align with overall company objectives.

 Work with supply chain and other internal departments to coordinate logistics operations.

 Analyze data to identify trends and areas for improvement in patient care, product performance and customer service.

 Develop and maintain relationships with key customers, vendors, and stakeholders.

 Manage and maintain accurate records and reporting related to clinical operations.

 Ensure compliance with all applicable regulatory requirements and industry standards.

 Develop and deliver training programs to ensure that clinical support personnel have the necessary knowledge and skills to effectively support medical device products.


Requirements:

 Bachelor's degree in the clinical sciences or related field.

 10+ years of experience in medical device clinical product support and management.

 Demonstrated ability to establish ramp-up plans for an early stage company, including clinical support strategy, new hiring, budgeting, and executing on plans for providing exemplary clinical support to the patient, the hospital and care center staff.

 3+ years' experience with remote patient monitoring devices.

 Knowledge of class II medical device regulations and compliance requirements.

 Understanding and experience with hospital software systems and the integration of remote patient monitoring products in healthcare facilities.

 Strong leadership and management skills, with experience building and leading a team.

 Excellent communication skills, both written and verbal, with the ability to communicate complex technical information to non-technical stakeholders.

 Strong organizational skills and attention to detail; strong analytical and problem-solving skills.

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