Job description
Description
Clinical Applications Specialist
Job Purpose
The Clinical Application Specialist is crucial for enhancing clinical success and adoption of our solutions in radiology departments and facilities. This role involves offering clinical support, and gathering feedback from existing users. The Clinical Application Specialist’s in-depth knowledge of radiology workflows contributes to refining the company’s product offerings. This individual is responsible for achieving customer satisfaction by working with the Sales Team, Implementation Teams, Operations Team, and Customer Success Team to provide application training, product configurations, workflow recommendations, as well as many other initiatives.
Essential Duties and Responsibilities
● Conduct high-quality customer training (onsite or virtual) to maximize customer satisfaction and product adoption.
● Represent the company and participate in medical conferences.
● Address customer complaints and support inquiries to enhance customer experience.
● Monitor and measure customer Net Promoter Scores (NPS) for service improvement.
● Gather customer feedback and communicate this to the customer success team.
● Log relevant customer interactions in the CRM and/or QMS system.
● Act as the advocate for current and future customers within the organization.
● As applicable, maintain timelines according to the implementation plan or documented customer requests
● Meet regularly with team / manager / customer to keep product implementation and adoption on track.
● Escalate issues accordingly to policies and procedures.
● Perform workflow trips to evaluate the current state and propose future state workflow to improve processes.
● Provide appropriate customer training according to the product/project scope.
● Encourage the use of the tools DeepHealth supports.
● When starting on a new project, assist the customer with the project table builds, system set
up and configuration, workflow efficiencies, and clinical expertise.
● Enlists the support of sales, solutions architects, implementation resources, support resources, engineering resources, product resources and management resources as needed.
● Integrate with all company team members to ensure customer satisfaction and proactive resolution.
● Investigate non-standard requests and problems, make presentations to customers and complete tasks on time and within scope.
PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.
Minimum Qualifications, Education and Experience
● Bachelor’s degree in a medical/pharma/science field (or equivalent level of practical technical experience in radiology).
● At least 3 years working experience as a radiographer/application specialist/technologists/RIS/PACS Administrator
● Advanced clinical knowledge in diagnostics is preferred.
● Proficiency in advanced visualization software and knowledge of radiology workflows.
● Ability to support customer success, sales, and marketing initiatives from a clinical perspective.
● Strong relationship-building skills.
● Strong attention to detail.
● Ability to work independently (home office) and as a team player.
● Proven ability to build and maintain influential customer relationships.
● Superb verbal and written presentation and communication skills.
● Demonstrated ability to prioritize and balance multiple priorities and projects
● Customer-centric mindset with a drive for understanding customer needs.
● Collaborative approach partnering with the commercial, implementation, operation, support, and product teams for clinical success.
● Goal-oriented mindset combined with resilience in the face of setbacks.
● Strong interpersonal skills to engage with various stakeholders.
● Effective educator, capable of training demanding customers.
● Intrinsic motivation to Deep Health products for healthcare improvement.
Quality Standards
● Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, patients, visitors, and vendors.
● Demonstrates initiative, personal awareness, professionalism and integrity, and exercise confidentiality in all areas of performance.
● Follows all local, state and federal laws concerning employment to include but not limited to: I-9, Harassment, EEOC, Civil rights and ADA.
● Follows OSHA regulations, RadNet and site protocols, policies and procedures.
● Follows HIPAA, compliance, privacy, safety and confidentiality standards at all times.
● Practices universal safety precautions.
● Promotes good public relations on the phone and in person.
● Adapts and is willing to learn new tasks, methods, and systems.
● Reports to work regularly as scheduled; consistently punctual with respect to working hours and lunch schedules, and maintains satisfactory personal attendance in accordance with RadNet guidelines.
● Consistently adheres to the time management policies and procedures.
● Completes job responsibilities in a quality and timely manner.
Working Conditions
A flexible work environment is possible, and may have the ability to work remotely, depending upon location.
Physical Requirements
This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally. The position requires the ability to travel (~10% of time), drive a vehicle, and utilize other forms of transportation.
Accommodations
Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.
