Clinical Support Specialist Job Description

A Clinical Support Specialist teaches clinicians to use medical devices correctly. In the medical device and diagnostics market, that teaching happens in operating theatres, critical care units, and hospital labs, and the role sits inside the commercial team alongside territory and account managers rather than on a hospital payroll. Unlike the territory manager, the specialist is judged on clinical credibility, usually earned through a nursing, dental, ARRT-certified, or scientific background, and on knowing when a demonstration should teach rather than sell. Hospitals notice the difference fast.

As the Clinical Support Specialist, you are the clinical authority behind a device portfolio, making sure surgeons, nurses, and hospital staff use company products confidently so that evaluations convert and installed accounts keep growing. You work within the commercial team, supporting territory and account managers in an assigned geography and reporting to a sales or clinical manager.

Career Impact: Moving from bedside nursing, dental practice, or CT technology into device support turns hands-on clinical expertise into recognized commercial value within the medical technology industry.

Business Impact: When surgeons and critical care teams trust the specialist's in-service training, product evaluations become installed accounts and complaint rates on assigned products fall.

Growth Opportunity: Experience running clinical evaluations and working with Key Opinion Leaders prepares specialists for product specialist, clinical education, or territory manager roles.

• Deliver in-service training and product education to surgeons, nurses, and hospital staff on assigned device portfolios.
• Support surgeons and clinical teams during live procedures and complex cases to ensure correct, effective product use.
• Demonstrate clinical systems and product workflows to prospective customers in partnership with territory and account managers.
• Lead clinical product evaluations within target hospital accounts to build evidence and drive adoption of company products.
• Resolve clinical inquiries and product complaints from customers, escalating complex cases to senior clinical or service teams.
• Train internal sales, marketing, and service colleagues on product features, clinical evidence, and competitor positioning.
• Cultivate relationships with physicians and Key Opinion Leaders through conferences, user meetings, and peer to peer events.
• Monitor competitor activity and market feedback within the territory, reporting insights to sales and marketing leadership.

• Bachelor's degree in nursing, life sciences, dental surgery, or a related clinical discipline, or equivalent work experience.
• 2 or more years of clinical or clinical application experience, with exposure to hospital or procedural settings.
• Strong clinical acumen, including medical terminology and understanding of procedures relevant to the assigned product portfolio.
• Proven ability to train clinicians of varying experience levels, translating technical product information into clear guidance.
• Strong presentation and public speaking skills for demonstrations, workshops, and customer education sessions.
• Ability to build trusted relationships with physicians, hospital staff, and internal sales colleagues.
• Analytical problem solving skills to troubleshoot clinical application issues and resolve customer complaints.
• Willingness to travel regularly within an assigned territory and independently manage a demanding schedule under time pressure.

• Direct experience in operating theatres, critical care, or emergency departments where assigned products are used.
• Post-graduate clinical specialization, such as wound care, or a professional imaging credential.
• Prior pre-sales or post-sales experience with medical devices, diagnostics systems, or clinical capital equipment.
• Experience separating teaching from marketing during presentations and supporting value based selling to clinical and financial buyers.

• In-services completed per month, reflecting training reach across assigned accounts.
• Product evaluation conversion rate, showing how often clinical trials become purchases.
• Clinicians trained and signed off per account, measuring competency coverage.
• Complaint response time in days, tracking speed of clinical issue resolution.
• Procedure attendance count per quarter, reflecting direct surgical case support.
• Key Opinion Leader engagements per quarter, measuring advocacy development in territory.

• Base Salary Range: $85,000 to $120,000 depending on product line and experience
• Bonus: Quarterly or annual bonus tied to territory goals, typically 10% to 20% of base
• Equity: RSUs at larger public device companies, often none at smaller firms
• Health Benefits: Medical, dental, and vision coverage with HSA or FSA options
• PTO: 15 to 20 days plus company holidays
• Common Perks: Car allowance or company vehicle, travel reimbursement, mobile phone, continuing clinical education support

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Offers of employment are contingent on successful completion of a background check and drug screening, and candidates must be authorized to work in the United States. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. Reasonable accommodations are available on request throughout the application and interview process.

The Clinical Support Specialist delivers enrollment support for Medicaid Waiver programs and Nursing Facility placements, processing referrals, Pre-Admission Review requests, and benefits portal entries so eligible consumers secure appropriate care settings. Reporting to a department supervisor within an area agency on aging, the Clinical Support Specialist collaborates with providers and stakeholders to keep documentation accurate and consumer goals on track.

Key Responsibilities

• Process requests and applications for Medicaid Waiver programs, Home Choice and Nursing Facility (NF) Placements.
• Monitor, communicate and advocate for consumers who are pending enrollment or NF placement, and document in the appropriate system.
• Facilitate and process referrals, approvals, enrollments, and denials for agency administered programs.
• Assist with review and data entry into the state Benefits Workers Portal and/or MITS (Medicaid Information Technology System), and provide assistance with State Hearings as needed.
• Assist with scheduling/rescheduling assessments and interpreters.
• Assist with processing and monitoring Pre-Admission Review requests including level of care assessments, 9401 Medicaid entry, HENS (Healthcare Electronic Notification System) entry, and mailing review result letters.
• Monitor department and/or unit specific email and voicemail and respond to all inquiries within 24 hours.
• Provide coverage and/or assistance to other Clinical Support Assistants and perform other duties as assigned by supervisor.
• Assist Supervisors with monitoring and managing reports including self-reporting of required productivity, and meet requirements for timely and accurate documentation completion.
• Advocate on behalf of consumers and/or caregivers to assist individuals in securing Medicaid and appropriate services and care settings in collaboration with providers of service, and collaborate with stakeholders as needed to meet consumer and Agency goals.
• Support the agency mission, vision and strategic plan goals, and management decisions, and maintain individual's confidentiality according to Agency policy.
• Participate in trainings, meetings, in-services, and continuing education opportunities.
• Participate in department and agency initiatives for the purpose of improving quality, efficiency, and positive stakeholder interactions.

Required Qualifications

• Associate degree or equivalent required.
• At least two years of experience in home care, geriatrics, home health care, medical/insurance processing and/or human services/health care or related training.
• Basic knowledge of major chronic illnesses, disease processes, normal aging, and medical terminology.
• Ability to record information in an accurate, timely manner and meet each program's time frames.
• Intermediate computer skills including Microsoft Office applications, particularly Excel and Outlook.
• Ability to use and will be trained in the state Department of Aging PIMS (PASSPORT Information Management System) documentation program, MITS, OBWP (Benefits Worker Portal), HENS, Ankota, MS365 and others.
• Excellent verbal and written interviewing skills.
• Ability to communicate in a collaborative, effective manner face to face, by phone, email, and other communications to establish and maintain good working relationships.
• Detail oriented, able to prioritize job duties, multi-task, and complete assignments within deadlines so that Agency and consumer goals are met.
• Positive attitude and demonstrated commitment to the mission of the Agency.
• Excellent customer service skills.

Embedded within a member services team at a health sharing organization, the Clinical Support Specialist owns inbound calls from members and providers, coordinating care and guiding them through the prenotification process with accurate, compassionate information. Working closely with clinical operations and cross-functional colleagues, the Clinical Support Specialist resolves issues on the first call and protects confidential health information, strengthening member trust and HIPAA compliance.

Core Functions

• Handle inbound calls from Members and Providers.
• Coordinate care, track, and report on members over the course of treatment.
• Provide individualized customer service based on unique customer needs, and deliver excellent customer service to Members and Providers during the Prenotification process.
• Demonstrate effective, active listening to collect relevant information, build rapport and respond to callers in a professional and compassionate manner with accurate information.
• Accurately and expediently resolve issues, find solutions, and provide information to members and providers.
• Continually meet and exceed Quality Assurance call audit standard.
• Multitask and utilize multiple systems concurrently to efficiently gather member data, and gather, compile and submit member information as it relates to prenotification.
• Handle member concerns and requests on a timely basis and direct them to the proper department.
• Continually utilize scripts and other reference materials along with internal systems and processes to provide excellent customer service and one-call resolution.
• Accurately document all provider and member interactions in a timely manner and in accordance with internal policies and procedures.
• Consistently adhere to standards, processes, protocols including but not limited to attendance, schedule adherence, and various department-specific policies and procedures.
• Ensure compliance with HIPAA, all federal and state laws, rules and regulations and company policy and procedures at all times, while protecting customers'/patients' confidential health and medication information.
• Manage client crises with support of clinical team and consult with clinical operations team on treatment options and member needs.
• Effectively and proactively collaborate with cross-functional team members.

Minimum Qualifications

• High School Diploma/GED required and/or equivalent experience.
• One plus years of inbound call center, customer service experience.
• Two plus years of experience in case management or care navigation/coordination.
• Demonstrated understanding of medical terminology.
• Familiarity with databases (AS400) and Salesforce preferred but not required.
• Proficiency in various Microsoft applications.
• Demonstrated ability to effectively multitask with attention to detail and accuracy in a fast-paced environment.
• Excellence in verbal and written communication skills.
• Ability to educate members about programs and service.
• Bilingual (English/Spanish) preferred, not required.

Benefits include health insurance, 401(k), paid time off, dental insurance, vision insurance, life insurance, employee assistance program, and flexible schedule.

Reporting within the agency's health information technology function, the Clinical Support Specialist leads training and technical support for electronic health and dental record applications, from master training plans to testing upgrades and patches. Partnering with IT staff and the Clinical Systems Administrator, the Clinical Support Specialist keeps templates, order sets, and downtime processes current so clinicians adopt EHR tools and document efficiently.

Primary Duties

• Acquire and maintain complete knowledge of functional areas of supported electronic medical and dental record applications, and function as primary support for all EHR application functions.
• Participate in workflow process redesign efforts.
• Be accountable for clinician adaptation to and optimization of the documentation and ordering tools within the EHR and EDR applications.
• Evaluate and analyze changes and new functionality for EHR and EDR applications utilizing change management documentation.
• Develop and maintain a Master Training Plan for the implementation of EHR and EDR applications/processes, and develop training materials to facilitate adaptation and user understanding of functionality.
• Develop and update documented process for EHR and EDR application downtime contingency.
• Coordinate and lead training sessions with end users, ensure training is scheduled and completed for new users, and provide user support and training as needed by monitoring help desk tickets and staff phone calls.
• Test and troubleshoot problems, new modules, upgrades, and patches in EHR and EDR applications, determine if errors are procedural or system application deficiencies, and refer issues to a higher level of support when needed.
• Work with IT staff and Clinical Systems Administrator to analyze, plan, test, recommend and implement hardware and software directly related to electronic health systems.
• Design and customize clinical templates, provider order sets, note titles, and GUI screen views, and provide on-going system evaluation and maintenance to ensure optimal performance and utilization.
• Occasionally participate in sanctioned community health events such as health fairs.
• Maintain compliance with all state and federal laws and regulations as they pertain to the position, including HIPAA, Scope of Practice, Accreditation Standards, OSHA, and the Agency's Policies & Procedures.

Qualifications & Experience

• Degree in Medical Informatics, or minimum 4 years experience in direct patient care (clinical, nursing, or allied health), or 2 years experience in clinical applications support in the healthcare industry.
• Comprehensive understanding of clinical workflow and healthcare based information technology preferred.
• Knowledge of Health Care Delivery System and HIPAA Security requirements preferred.
• Knowledge of computer maintenance, software support, cabling, security, hardware selection and installation preferred.
• Ability to provide a range of systems training and support activities for end users of varying skill levels.
• Ability to work on multiple, concurrent, complex projects and prioritize urgency of each project.
• Demonstrated ability to communicate effectively with peers and superiors, speak in front of groups and write policies, procedures, memoranda and training materials.
• Ability to operate and communicate effectively while under pressure.
• Able to work after-hours and on weekends, as needed.

Sitting at the intersection of supportive housing and behavioral health, the Clinical Support Specialist shapes resident service plans, provides counseling and crisis intervention, and coordinates case management delivered by outside provider agencies. Operating across the project team and community resources alongside the Project Manager, the Clinical Support Specialist helps formerly homeless adults build daily living skills and succeed as leaseholders.

Duties

• Facilitate engagement of residents through creative, resourceful strategies that build trust and confidence, and publicize service availability.
• Develop a Residential Service Plan (RSP) or Goal and Service Plan (GASP) in collaboration with residents, case managers, and other staff, outlining goals and strategies to ensure housing success.
• Identify and coordinate those case management elements that will be provided by case managers from outside provider organizations.
• Maintain regular contact with residents and case managers from outside provider organizations to monitor progress toward goals identified in the RSP/GASP, and to ensure adequate provision of identified services.
• Intervene in crises and assist with building rule enforcement and lease compliance as necessary.
• Provide education and support for residents to ensure success as leaseholders.
• Assist residents in the formation of interest groups or therapeutic support groups, and facilitate when appropriate.
• Organize outings and activities to improve resident skills in activities of daily living and to increase the level of meaningful activity in their lives.
• Work with residents and other staff to identify needs for additional services, groups and activities, and work with staff, outside service providers and community resources to initiate and facilitate these services and activities.
• Provide individual counseling and information and referral services to residents as needed.
• Facilitate community meetings.
• Participate in staff meetings and trainings.

Skills & Qualifications

• Relevant Bachelor's degree in social work, psychology, or related behavioral science, or Bachelor's degree in any field and 1 year of paid work experience in social services.
• Relevant associate degree and 1 year of relevant paid work experience, or any associate degree and 1 year of highly relevant paid work experience, or a combination of 1 year of highly relevant paid work experience and formal training in clinical and case management skills.
• Current Agency Affiliated Counselor (AAC) license, or equivalent, or ability to obtain an AAC license soon after hire.
• Valid state driver's license and insurable driving record.
• Two years of clinical experience working with homeless adults disabled by chronic alcoholism, mental illness and/or drug use.
• Knowledge of local homeless, mental health, and chemical dependency service systems.
• Ability to communicate and work effectively with individuals from diverse backgrounds.
• Ability to work effectively with clients displaying a wide range of unpleasant and/or bizarre behavior.
• Commitment to the philosophy of cooperation and continuity across agency programs and of consideration and respect for clients.

A key member of a regional team of clinical support specialists, the Clinical Support Specialist delivers pre and post sales application support for clinical LC/MSMS systems, including demonstrations, customer training, and case escalations. Collaborating across account managers and field service engineers, the Clinical Support Specialist sustains high customer satisfaction in clinical diagnostics and forensics.

Functions

• Carry out sample analyses and/or demonstrations on our clinical LC/MSMS systems as part of the sales process.
• Assist and/or join the clinical account managers prior to or during sales visits with scientific advice on our clinical systems as part of the sales process.
• Be present and/or actively contribute during clinical user meetings or seminars with presentations, workshops, training sessions.
• Provide support to clinical customers on clinical applications (from sample preparation, automation, over UPLC and LC/MSMS analyses to data processing) and computer-based systems (LIMS coupling) as part of the clinical expert center, primarily via telephone, email, Teams and on-site visits.
• Work in a compliant way with escalated clinical cases in Salesforce for which support is needed.
• Provide application training on new and existing products to customers, both remote, onsite and inhouse as part of an instrument sale or later in time.
• Provide application support and internal training to team members, service engineers and sales colleagues.
• Assist in the follow-up of clinical field service intervention compliancy as part of a global clinical quality process in Salesforce (complaint review).
• Establish and maintain an effective relationship with the sales and service organization with a focus on achieving a consistently high level of customer satisfaction.

Requirements

• BSc/MSc/PhD degree in related technology or equivalent experience.
• At least 5 years of experience in the LC/MSMS industry.
• Experience with the company's products and clinical applications or related industry experience, plus prior customer related or field related experience.
• Excellent analytical problem solving skills.
• Experience with MassLynx software and preferably also LIMS connection.
• Computer skills in Office, email, and corporate business solutions (Salesforce).
• Interpersonal skills in a customer related field and effective collaboration and networking skills within the organization.
• Polished written, verbal communication skills and presentation skills.
• Fluent in English.

Consistent clinical plan attainment across the market depends on the Senior Clinical Support Specialist, who leads clinical training, event coordination, and first line case inquiries for clear aligner providers. Based within the local clinical team and reporting to the Clinical Support Manager, the Senior Clinical Support Specialist manages budgets and customer feedback reporting to strengthen the provider experience.

Accountabilities

• Support clinical team to achieve Monthly, Quarterly and Annual Clinical Plans and clinical target.
• Coordinate with Clinical Team in arranging training class in Training Centre, material, and classroom preparation, ensuring audio and other equipment are ready and functioning.
• Coordinate with Clinical education, keep track of clinical events and activities, monitor the process of overall events, and assist in speaker engagement.
• Assist in clinical budget management, conducting cost analysis and vendor sourcing and negotiation including regular PO/PR.
• Work with customers on basic clinical inquiries such as case assessment, record taking, and ClinCheck usage, and transfer cases that need expert advice to senior clinical team.
• Conduct clinical training including introduction session and pre training course, and provide clinical training to new staff.
• Provide all appropriate reporting to the country Clinical Support Manager and regional Associate Director, Clinical Support, including customer feedback on a weekly and monthly report.
• Work closely with co-colleagues to develop a high-performance team.

Experience & Qualifications

• Graduate of Doctorate of Dental Surgery, Bachelor Dental Surgery.
• 4-6 years of working experience, of which 1-2 years in a corporate environment.
• Experience in training dentists/orthodontists.
• Good technical knowledge and experience in the dental field.
• Effective communication and presentation skills.
• Proficient in English and Thai.

As the Clinical Support Specialist, this role builds product expertise in surgical technologies and supports surgeons and hospital staff during procedures, in-service training, and complex cases. The sales organization relies on this work, alongside Territory Managers, to engage new customers and improve patient outcomes.

Activities

• Become an expert in company surgical technologies products and provide technical and clinical specialist expertise to internal and external customers.
• Attend surgical procedures and assist surgeons and hospital staff in the effective use of company products.
• Conduct in-service training and support Territory Managers.
• Ensure engagement of customers by being the go-to person in complex cases.
• Provide product presentations and training for new customers.

Technical Qualifications

• Tertiary qualifications in either a scientific, medical, engineering, biological, sports science, physiotherapy, nursing, or chiropractor discipline.
• Clinical/operating theatre working experience is desirable.
• Excellent problem solving skills.
• Ability to assimilate technical information and communicate complex ideas in a simple and fluent fashion.
• Ability to build strong and trusting relationships with internal colleagues and customers.
• Ability to adapt to change in a fast moving environment.
• High level presentation and strong communication skills.
• Passion for a successful patient outcome every time.

Clinical Support Specialist I delivers first call issue resolution, training, and workflow support for ambulatory clinical applications, helping physicians and staff use the electronic health record effectively across clinic locations. The work directly supports clinical informatics leadership and project teams, ensuring consistent IT support services, successful system deployments, and stronger user adoption in outpatient care.

Operational Focus

• Maintain working relationships with clinicians, staff, and clinic leadership at assigned locations to ensure consistent delivery of all IT support services, and build relationships with peers and staff.
• Act as assigned resource to project teams assisting in the design and development of the continually improving ambulatory applications suite of solutions, and contribute as assigned in ambulatory governance, department, and staff meetings.
• Perform the delivery of services and escalate any conflicts that may arise between matrix teams, project teams, team members, facilities, and ambulatory clinics.
• Utilize the knowledge and skills of clinical practice to recommend clinical functions suitable for computer applications and ensure clinical applications are consistent with professional standards of clinical practice.
• Support the Physician Integration functional planning process, including needs assessment, regulatory requirements, and new clinical service requirements involving key stakeholders and utilizing structured analysis methods for planning.
• Deliver consistent clinical support services within and outside the defined Service Level Agreements, and take immediate action to meet customer/user requests or needs.
• Assist in developing process and operational redesign recommendations, and provide clinical support in all project phases including system testing, conversion planning, and training material development.
• Communicate functional priorities, design techniques, issues, and issue resolution to leadership, and contribute to positive interdepartmental relationships, particularly between technical and clinical staff.
• Promote with others the continuity of the ambulatory computing environment and application functionality as deployed from clinic to clinic, market to market, and support effective user adoption and successful deployment of Ambulatory Clinical Information Systems.
• Monitor application use, system performance, hardware reliability, and software stability, capture, define, and prioritize pre- and post-implementation issues, and report and participate in problem solving of issues impacting local and enterprise performance.
• Ensure accountability relative to timelines, work, and product in support of reporting metrics and protocol compliance, using critical thinking skills and job knowledge to resolve job-related issues.
• Participate in the orientation and training of new physicians and staff, provide ongoing assistance to maintain standard minimum competency in technical skill sets, and constantly evaluate training materials for alignment with application versions.
• Demonstrate extraordinary customer relations and quality service, and greet patients, visitors, staff, and physicians promptly and courteously, referring to each individual by name when appropriate.
• Maintain confidentiality of all patient and organization information, communications, and documents, and uphold the mission, vision, and values of the organization and its sponsoring congregations.

Position Requirements

• 2 years of experience providing system support to clinical staff, or working in a clinical setting with daily use of an electronic health record required.
• 2 years of experience working with clinical workflows within an electronic health record required.
• 2 years of proven knowledge of clinical workflows and documented ability to provide excellent support to clinical staff required.
• Knowledge of ambulatory/outpatient care environments and workflow processes.
• Ability to effectively train others in the use of computers and related technologies.
• Computer literacy (use of computer technology to accomplish tasks) and information literacy (ability to recognize, locate, evaluate, and use information appropriately).
• Strong oral, written, and presentation skills.
• Strong communication skills, with the ability to translate most concepts to naïve computer users and various levels of personnel from executives to end-users.
• Ability to work in a complex and matrixed, team-oriented, collaborative environment.
• Ability to handle multiple tasks, set priorities, schedule, and meet deadlines.
• Ability to create effective interpersonal relationships.

The Hematopathology Clinical Support Specialist oversees accessioning, send out coordination, and result entry for bone marrow and outside hemepath cases, keeping specimens and reports moving accurately through the pathology system. Reporting to the hematopathology faculty, the Hematopathology Clinical Support Specialist serves as the link to outside labs and consultants, supporting timely diagnoses and weekly tumor board reviews.

Key Deliverables

• Accession all outside Heme-related cases into the CoPath system.
• Request additional materials needed for working up outside hemepath specimens sent to Hematopathology to review.
• Enter blood cell counts and marrow differential counts into marrow reports in CoPath while confirming that the collection date for the bone marrows in CoPath is correct.
• Ensure appropriate bone marrow headers are present in diagnosis section (based on whether flow through the hospital or to an outside lab, etc.).
• Gather unstained slides and/or blocks and prepare paperwork for sending out specimens for cytogenetics, molecular tests, reference lab IHC, etc.
• Enter cytogenetic and molecular results for marrows into CoPath (sometimes as either addenda or amendments for the pathologist to subsequently release).
• Prepare letters and forms and gather unstained slides/blocks for send out of hemepath specimens for consultations.
• Monitor and oversee hemepath specimens sent for consultations and special studies, contacting labs for results at certain time points if not received, and serve as an interlocutor between hemepath faculty and outside labs, consultants, etc.
• Accurately transport Clin Lab pathology review paperwork and slides back and forth between buildings.
• Assist with transporting marrow aspirate slides between buildings, labeling marrow aspirate slides appropriately, and assembling slides and paperwork into complete marrow cases.
• Collect and organize slides and reports for the weekly Heme Malignancies Tumor Board.

Education & Experience

• Bachelor's degree, with appropriate education substituting for the required experience on a year-for-year basis.
• Certification related to the work assigned to the position will substitute for the required experience.
• One to two years of experience in an occupational field related to the work assigned to the position.
• Documented administrative experience in a health care/clinical diagnostics lab, including purchasing and maintaining lab supplies and entering data into an electronic system.
• Familiarity with HIPAA and security compliance requirements, and demonstrated experience with medical terminology, human anatomy and physiology.
• Experience calculating lab results and data using math and analytical skills.
• Experience using MS Word and Excel and excellent computer skills in all Microsoft products, preferably including developing reports, spreadsheets, and databases.
• Strong interpersonal and customer service skills with a high degree of professionalism, resourcefulness, tact, and diplomacy, and the ability to establish rapport with persons of diverse backgrounds, including students, staff, and faculty within a higher education and/or academic medical environment.
• Detail oriented, self-motivated, fast learner with excellent time management, organizational, written and verbal communication skills, and the ability to organize workload and file correctly by alphabetical and numerical order.
• Self-starter able to work independently with minimal supervision and as part of a team of technologists, solving complex problems, managing multiple tasks, and using independent judgment to coordinate and meet multiple deadlines.
• Ability to interpret complex rules, regulations, policies, procedures, and guidelines, and to listen and follow precise protocols and written instructions.
• Professional demeanor and demonstrated commitment and leadership ability to advance diversity and inclusion.
• Highly motivated individual looking to pursue a long-term career in molecular diagnostics.

Embedded within country clinical operations, the Clinical Support Specialist develops and maintains the operational backbone of clinical studies, from investigator and sponsor files to CTMS tracking and archiving under ICH GCP. Working closely with local study teams, investigators, and site staff, the Clinical Support Specialist serves as the single point of contact for study support, keeping milestones, budgets, and documentation accurate from start-up through closeout.

Areas of Ownership

• Assist local study teams in coordinating the planning, start-up and maintenance of operational activities involved in clinical studies within agreed budget, timescales and in accordance with company written standards and ICH GCP.
• Prepare the Investigator and Sponsor files with essential documents for the initiation of sites participating in clinical studies, and assist with maintaining the sponsor files during the life of the study.
• Archive at the end of study in accordance with relevant company SOPs, policies and local regulatory requirements.
• Be accountable for local activities required in the monitoring of study milestones at each stage of the study for each centre.
• Input and oversee clinical study tracking systems including but not limited to contracts, purchase orders, invoicing and reports, CTMS including centre contact details, list of submissions to RA & ECs, list of shipments to centers, safety and metrics databases.
• Amend inaccurate milestones and ensure that all issues are communicated and escalated appropriately.
• Engage in local study meetings as an active participant of multiple clinical study teams to obtain general knowledge about the study and be responsible for given tasks.
• Assist with study related activities, assembling training and study materials, updating contact details, maintaining study documentation, assisting in the preparation of documents and other tasks as required.
• Acquire and maintain an optimal level of knowledge of company tools and systems to effectively manage them and ensure accuracy of content and data listed.
• Serve as the single point of contact for local study teams for study support questions, and maintain effective communication and working relationships with Investigators, other site staff, above country colleagues and other company staff.
• Adhere to company written standards, processes and ICH GCP guidelines, keeping up to date with all changes and required knowledge and attending appropriate training sessions.
• Participate continuously in relevant training courses to improve personal/professional skills.

Knowledge Skills & Abilities

• Appropriate education or equivalent experience in any area, preferably with a major course of study in health related sciences.
• Experience in pharmaceutical industry or health related field.
• Good understanding of company tools and systems or similar, including the lifecycle of a study and ICH GCP guidelines.
• Good knowledge of clinical study conduct processes.
• Solid understanding and knowledge of financial aspects related to invoicing and payments.
• Self-motivated with ability to work, solve problems and make decisions unsupervised.
• Good collaboration and organisational skills with ability to interact well with all levels of management and staff, including regular interactions with relevant functions from the Regional and Central team within the company.
• Ability to communicate and work effectively with medical staff/physicians/scientists who are often senior within their field, being mindful of their standing within the medical and/or research community.
• Good written and verbal communication skills in English.

Reporting to Product Management, the Clinical Support Specialist advances computed tomography sales by presenting CT software and workflows, answering clinical inquiries, and maintaining a library of DICOM marketing images. Partnering with CT Product Specialists and Account Executives, the Clinical Support Specialist builds reference site relationships and marketing content that differentiate the product portfolio.

Role Responsibilities

• Identify and highlight differentiators to improve company products and position in sales process.
• Work closely with CT Product Specialist and Account Executive in sales presentations, and follow up with clinical responses.
• Identify, manage, and cultivate staff to host site visits at National and Regional Reference Sites.
• Support, network and assist Product Management promoting CT products at conferences, respond to clinical inquiries and own the CT product portfolio.
• Manage and maintain CT library of DICOM marketing images.
• Present or demonstrate company CT software, hardware, and workflow/processes to customers in a collaborative environment.
• Research and find new and alternative solutions to an increasingly advanced technological world in Computed Tomography.
• Learn how to create marketing material, images, and case studies for mass marketing distribution.
• Attend marketing events, conferences, summits, and education courses to network and promote company computed tomography equipment.

Professional Experience

• Bachelor's degree or equivalent experience required.
• ARRT Certification required.
• Minimum of 5-8 years of CT Technology experience, including experience in Medical Technology industry.
• Application or consulting background with focus in Computed Tomography or syngo.via.
• Understanding of CT indications for different types of exams to provide and stand by the company's position in the face of adverse customers with positive outcome.
• Ability to differentiate between teaching and marketing a product, knowing when to apply either skill during a presentation, discussion, or demonstration (Applications vs. Clinical Specialist).
• Extensive company CT UI experience and basic understanding of Market Map, ONE Library, and additional company tools.
• Self-starter who works independently, manages time, and is organized with a team first mentality, able to find positive solutions when conventional processes are stacked against you.
• Willingness to take on additional responsibilities as they develop and pride in their work.
• Interest in advancing career in a more marketing, pre-sale experience role.
• Willing to travel, with preferred location near major airport.

Sitting at the intersection of clinical trial operations and study finance, the Local Clinical Support Specialist refines tracking data, study budget breakdowns, and essential document quality control for project and study delivery. Operating across study teams alongside the Project Delivery Lead and Study Delivery Lead, the Local Clinical Support Specialist supports audits, inspections, and agreement development that keep studies compliant, on budget, and inspection ready.

Job Functions

• Ensure high quality and up-to-date information in planning and tracking tools for project and study level data.
• Ensure consistency in study and project level information between the Clinical Project Tracking and other relevant databases using available reports.
• Follow up with study team members to resolve discrepancies as needed and escalate any issues to Study Delivery Lead (SDL) and Project Delivery Lead (PDL).
• Assist in preparing study/project reports and status, compiling data in preparation of study/project presentations, and updates related to time, budget, and quality.
• Coordinate Study Budget Breakdown (SBB) process and track SBB status from start to end.
• Review budget actuals versus forecasts, monitor expenses on a regular basis, and support monthly studies budget and any cost management plan maintenance.
• Provide support in resolution of deviations and issues in actual expenses and escalate as appropriate.
• Support SDL and PDL for quality assessment, controls, inspections, and audits as required.
• Prepare and/or customize study document templates according to study requirements.
• Provide support to ensure documents needed for submission are available for the respective country.
• Collect central study essential documents, conduct Level 1 Quality Control and maintain an overview of local study essential documents.
• Provide an overview of the Financial Disclosure activities and cascade to study team.
• File and archive central study essential documents and provide support for filing and archiving of local study essential documents.

Background & Experience

• Bachelor's degree in General Sciences or Life/Health related Science Degree (consult manager on health related).
• Experience working in a pharmaceutical or scientific environment.
• Project Management experience.
• Scientific background and knowledge of clinical trials.
• Knowledge of basic finance and accounting principles to understand budget, invoices, cross-charges and expense reports.
• Systematic approach to problem solving.
• Knowledge of Microsoft Office tools with advanced Excel, MS Project, eTrack, Documentum and SAP.
• Detail-oriented and organized.
• Good time management skills with the ability to clearly identify priorities and manage multiple tasks.
• Excellent communication skills.

A key member of the advanced wound care sales team, the Clinical Support Specialist develops clinician expertise in negative pressure wound therapy through education, training, and remote clinical support. Collaborating across Sales and Marketing while reporting to the Sales Manager, the Clinical Support Specialist builds customer preference for company products and cultivates Key Opinion Leaders in government and private sectors.

What You'll Do

• Proactively seek opportunities for the delivery of clinical and product related education and training with a focus on negative pressure wound therapy.
• Consistently build strong customer support and a preference for company products.
• Gain expertise in both company and competitor products.
• Identify and foster opportunities to build Key Opinion Leaders.
• Work closely with Sales and Marketing to develop and support individual account plans and broader marketing programs.
• Work with Sales to co-lead joint calls with customers to discuss scientific evidence and procedures for company products.
• Deliver internal product and clinical training to Sales and Marketing.
• Proactively maintain current product knowledge and market trending by participating in educational opportunities offered by company or other appropriate channels.
• Be accountable for customer satisfaction and high quality service, keeping commitments in a timely manner and resolving issues promptly.
• Monitor and report to Sales Manager any marketing information and competitor sales and product strategies.
• Participate in all trade shows, conferences and other projects as determined by Sales Manager.
• Conduct all business activities according to applicable rules and regulations and observe all company policy and procedures to ensure meeting ethical standards and compliance obligations.

Required Qualifications

• Nursing degree preferred.
• Post-graduate studies in wound care advantageous.
• Minimum 2 years post-graduate experience in a tertiary hospital acute care setting and an interest in wound care.
• Proficient in relevant Microsoft Office applications.
• Self-motivated, mature, willing to learn and to take responsibility.
• Able to work independently and proactively manage own schedule under time pressure.
• Excellent presentation and public speaking skills.
• Team-spirited with good interpersonal skills.
• Excellent command of both written and spoken English.

Revenue growth for critical care medical devices in the territory depends on the Clinical Support Specialist, who advances product adoption through clinical training, distributor support, and peer to peer events. Serving as the link between physicians, distributors, and the Manager, the Clinical Support Specialist launches new products with Marketing and builds strong clinician relationships.

Day-to-Day Responsibilities

• Achieve sales revenue budget for company products within the territory in conjunction with Manager, in assigned area.
• Support company distributors.
• Provide Clinical Training and Support for Customers and Distributors.
• Launch new products in combination with Marketing in territory.
• Establish strong physician and clinician relationships.
• Apply value based and strategic selling skills.
• Be innovative in creating new sales opportunities for company products.
• Conduct peer to peer and promotional events in your territory.
• Perform any other duties at the request of your Manager.

Qualifications & Experience

• Minimum of a BA/BS Degree.
• Documented sales history of top performance versus peers with at least two years of experience selling Medical Devices to Hospitals either direct or through distributors, preferably into Critical Care and Emergency Departments.
• Strong clinical acumen and strong learning application.
• Strong financial acumen and ability to influence financial customers, managing a complex sales process that has clinical and financial customers.
• Critical strategic thinking and ability to shape both the medium and longer-term strategy of the business.
• Strong territory management skills and proven ability to drive multiple opportunities.
• Excellent organizational, communication and leadership skills with a high degree of influencing skills.
• Ability to work within a team environment to achieve agreed company goals, with high energy.
• Good written and oral Portuguese and English.
• Maintain established core business hours with additional hours and weekends as warranted by project assignment, required travel, or business necessity.

As the Clinical Support Specialist, this role oversees strategic account support in an assigned territory, delivering product demonstrations, in-services, and case support that expand clinical usage of company products. The regional sales team depends on this work, alongside local reps and the implementation team, to reach annual revenue goals and successful client outcomes.

Scope of Work

• Serve as a key business partner to clients in the field by developing and maintaining strong customer relationships.
• Develop relationships with hospital personnel (e.g. through casual conversation, meetings, participation in conferences) to make new contacts in other departments within the hospital.
• Proactively understand customer needs and, when complaints arise regarding products, develop creative and feasible solutions or work with other related personnel (e.g. clinical research, sales and/or marketing) to develop optimal solutions.
• Support the needs of the client, including but not limited to product demonstrations, in-services, case support, and product complaints, and identify types of cases handled by specific customers by asking in-depth questions of physicians and other hospital personnel to learn which company products best address their needs.
• Observe actual procedures within varying departments of hospital accounts to gain insight into the specific nuances of each physician and clinical staff member, and support in-services and staff training on assigned products.
• Hold ongoing discussions and reviews with local reps to provide input on needs, issues, and suggestions in the development of their business plans to help the organization achieve its annual sales goals.
• Educate customers on the merits and proper clinical usage of company products by giving presentations and demonstrations using a wide variety of formats and platforms (e.g., slides, transparencies, manuals).
• Establish and maintain a business climate that fosters positive and cooperative working relationships with customers and all company personnel, and resolve problems to the mutual benefit of the customer and the company.
• Comply with all health and safety codes and procedures as mandated by company policies, customer requirements, and regulatory agencies.
• Support existing products utilized by customers and support new installations as needed during regular visits with current and potential customers to fulfill revenue and unit growth objectives assigned on a monthly/quarterly/annual basis.

Skills & Qualifications

• Bachelor's Degree or an equivalent combination of education and experience.
• Minimum combined 5 years' applicable clinical experience in a Hospital environment and/or sales support including product education and training required.
• Demonstrated record of success or achievement in clinical positions.
• Solid understanding of the specified functional area and application of business concepts, procedures, and practices, including Business Plan Development.
• Sound knowledge of a variety of alternatives and their impact on the business, with judgment in selecting innovative and practical methods to achieve problem resolution in the assigned territory.
• Capable of managing time and resources within the assigned territory and carrying out operations within an established budget to ensure the territory's objectives are achieved.
• Basic to intermediate skills in Microsoft Excel, Word and Outlook and familiarity with CRM tools.
• Good communication, organization, and computer skills.
• Ability to enhance teamwork within the region, maintain collaborative relationships with all levels of the organization, and establish an extensive network of support to facilitate completion of assignments.
• Participate in the development of less experienced staff by setting examples, providing guidance and offering counsel.
• Ability to perform in a quality system environment, ensuring compliance with governmental regulations and maintaining honesty, integrity, and excellent work ethics.