Hill-Rom Clinical Workflow Specialist (Ophthalmology Background Preferred, Chicago, Detroit or Indy Based) in Indianapolis, Indiana
This is an integral customer expansion role, operating as support to the national customer success leader within Vision Care, a fast-paced, growth-oriented, entrepreneurial team in Hillrom. The Clinical Workflow Specialist role requires fantastic interpersonal skills, strong leadership, and a highly organized individual. Above all, we are seeking a tireless team member that demonstrates a “customer first” mindset and a results-oriented approach.
You will be an expert in your domain, responsible for working with our customers to drive solution adoption, create customer advocacy and expand our install base. You will collaborate cross-functionally with our direct sales force and support teams to ensure customers are satisfied with the services they receive and to improve upon areas of dissatisfaction. You will be an expert in best practice workflows and effective at influencing our customers to adopt the most effective & efficient deployment of our RetinaVue Care Delivery Model solution. In addition to proactively engaging strategic accounts, you will support the successful onboarding of new customers, ensuring they are positioned for success out of the gate.
In this role, covering your target region (primarily in the Midwest), with a virtual office in Chicago, Detroit or Indianapolis, you will be focused on high-level strategic expansion accounts. Your role will require that you work with cross functional teams in a global, connected organization.
This Clinical Workflow Specialist is exclusively focused on improving utilization of a pre-defined target list of large physician groups and IDNs which is expected to translate to customer advocacy and install base expansion. The role will be focused on the RetinaVue product with future opportunity for expansion.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
This role will improve utilization, create customer advocacy and expand our strategic install base
Service revenue acceleration within targeted, large strategic accounts
Customer testimonial creation for market development and expansion
Expansion revenue opportunity creation for our Strategic Account Executives
Understanding, presenting, and facilitating implementation of the best practice workflows as it pertains to the RetinaVue Care Delivery Model
Serve as voice of the customer (VOC) for product development road mapping
Facilitate standardized, comprehensive customer onboarding for new customers that sets each new customer up for success and includes as many best practices as early in the deployment as possible
Follow escalation protocol for leveraging support of broader team
(i.e. Sales for expansion business, Upstream for product enhancements, Solution Architect for EMR interface, etc.)
This role will report to the Customer Success Manager for Vision Care
There will be daily engagement to support this role in a remote capacity
This position will be solely accountable for the success or failure within their target accounts
Performance will be managed through several KPIs with a focus on utilization
Travel: Up to 50% (post COVID)
Bachelor’s degree required
Ophthalmology background/knowledge preferred
3 years of customer facing experience in a sales and/or sales support capacity
3 years of life sciences experience with clinical experience preferred
Leveraging knowledge about the PCP care setting coupled with a clear understanding of how success there translates to business value will be fundamental. Must be able to relate to the Physicians/Clinicians while articulating the value of our solution and influencing change
Proficient in remote meeting software
Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
Knowledge of customer service practices
Technical aptitude and ability to learn software programs and troubleshoot
Must have a strong customer-oriented focus.
Must be a self-starter, intrinsically motivated, and come into the role knowing “how to get the job done.”
Consistent ability to follow through and follow up are must haves.
Must work cooperatively on a team and approach each day and opportunity with a high degree of passion and enthusiasm.
Primary Location: United States-Illinois-Chicago, IL
Other Locations: United States-Michigan-Detroit, United States-Indiana-Indianapolis
Travel Yes, 50 % of the Time
Posting Entity Hillrom
Req ID: 21122297