Clinical Services Manager
About The Position
Manage Clinical Services personnel, primarily consisting of Respiratory Therapists and Nurses. Assures proper patient clinical evaluation procedures are in place and followed by team members. Update Inogen’s clinical evaluation guidelines and procedures as needed. Oversee daily functions to assure timely and accurate processing of patient clinical evaluations. Assures that customer’s needs are expeditiously addressed, always works to exceed customer expectations and provide highest level of service. Monitors and ensures proper capacity always exists to meet Inogen Clinical Services and Sales objectives. Ensures department compliance with all applicable regulations at all times. Supports with clinical functions as needed.
Requirements
- Bachelor’s degree in Healthcare, Nursing, Respiratory Therapy or related field, required.
- 7 years’ experience of clinical services, home medical equipment industry (oxygen therapy or respiratory), required.
- Advanced knowledge/proficiency in Microsoft Office, required.
- A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.
Nice To Haves
- 5 direct reports, preferred.
Responsibilities
- Oversee Clinical Personnel schedules and ensure balanced workload across department.
- Develop, implement, and update SOPs and Work Instructions for the Clinical Services Department.
- Conduct patient titrations via phone and in person as needed
- Responsible for selection, hiring, training and development of departmental staff.
- Ensure proper capacity exists for Inogen to conduct oxygen therapy titrations in a timely manner.
- Ensure department compliance to all applicable regulations at all times.
- Monitor employees to ensure proper licensure exists for each employee to conduct clinical evaluations.
- Responsible for direct report coaching and development, monthly employee check-ins and annual performance appraisals.
- Develop and maintain new-hire training materials, program and evaluation tools.
- Administer employee discipline as needed according to company policies.
- Monitor, observe, critique and provide QA to Clinical Services personnel on service calls relative to demeanor, technical accuracy and conformity to company policies.
- Maintain and keep current all departmental scripting, training and comprehensive testing materials.
- Capture and download data to fulfill departmental metric reporting.
- Inspire and coach staff to ensure employee satisfaction and highest level of group contribution.
- Maintain regular and punctual attendance.
- Comply with all company policies and procedures.
- Assist with any other duties as assigned.
Benefits
- health, dental, and vision insurance
- 401(k) plan plus employer contribution and match
- generous paid leaves such as vacation and sick leave
- paid volunteer time
- annual performance bonus incentive plan
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What This Job Offers
Job Type
Full-time
Career Level
Manager
