RhythmCARE Clinical Specialist - Part Time

Hiring Manager: Michael Richard Evans
Recruiter: Aislinn Roche

ABOUT THE ROLE

The Rhythm Management (RM) RhythmCARE Clinical Specialist’s position is part of our RhythmCARE Service Centre. The key goal of this role is to deliver exceptional customer experience via remote platforms that enable evolution of the RM service model. As a team, the RhythmCARE Clinical Specialists’ play a critical role in providing remote support to Boston Scientific field personnel, clinicians, patients, and other customers related to Cardiac Rhythm Management (CRM) implantable devices and remote patient monitoring systems. 

The RhythmCARE Clinical Specialist will facilitate exceptional patient outcomes and customer satisfaction via the RhythmCARE Service Centre by providing immediate, accurate and up-to-date information regarding Boston Scientific’s CRM products and remote patient management technology. 

This position is a 3 day part time role and reports to the Rhythm Management Service Manager and operates primarily during AEST business hours. 

This role operates in a remote work mode capacity, however, travel and in-office meetings may be required for training, customer events or other purposes

WHAT WILL YOU BE RESPONSIBLE FOR?

• Providing superior clinical support, which includes patient interactions / education, programming options for Boston CRM devices / patient follow up and technical application and educational support using remote monitoring technology.   
• Efficiently managing patient and customer utilisation of BSC’s LATITUDE™ & CLARTIY Remote Monitoring systems including scheduled and unscheduled enquiries, device alerts and non-monitored patients. 
• Providing technical product support for customers and field personnel when utilising BSC’s Heart Connect or other remote interrogation solution.  
• Analysing and assessing product operation and providing troubleshooting recommendations
• Triage of inbound service request calls with appropriate prioritisation of customer requests
• Communicate specific and detailed account related information with field personnel
• Logistical management of any fee for service process 
• Building strong relationships with existing customers to understand their needs including their practices and policies
• Successfully completing formal CRM training program, apply these skills and maintain high level of technical and market knowledge on an ongoing basis
• Demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

KEY COMPETENCIES REQUIRED FOR SUCCESS

We are looking for an exceptional professional with a passion for embracing our evolving technology to make a difference to our customers and their patients.

Product/Technical Knowledge

• Successfully completes all relevant CRM and RhythmCARE training 
• Develop in depth knowledge of CRM devices and treatment applications.
• Proactively keeps up to date with technical knowledge in CRM and procedures

Relationship Building 

• Builds and maintains effective networks that add value in achieving work related goals through a variety of communication channels.
• Skilled in building rapport with a wide variety of individuals.
• Understands the balance between taking time to build rapport and achieving objectives set.
• Works effectively and collaboratively within the team environment

Organisation & Reporting

• Maintains well organised materials, files, system and reports.
• Plans and prioritises daily activity.
• Makes sure all parts of a job are completed in full, within deadlines, including follow up plans and paperwork.

Results Focused

• Has a growth / results-oriented mindset
• Measures own performance and seeks feedback for self-development
• Demonstrates resilience and has a strong sense of urgency
• Recognises and acts on opportunities.
• Maintains a flexible approach to meet goals.

SKILLS AND QUALIFICATIONS

• A seasoned, experienced professional with clinical field experience desired
• Strong technical and clinical skills
• Use of remote monitoring systems and remote interrogation technology
• Ability to work independently but also contribute to a very strong and positive team culture.
• Proven experience in building and maintaining customer relationships
• Proven ability to absorb complex technical information and apply this knowledge in the field
• Excellent written & verbal communication
• Tertiary qualifications preferred
   

Requisition ID: 601803