Clinical Support Representative - Buffalo

ZOLL Medical Corporation•Buffalo, NY

3d•$85,000 - $105,000•Onsite

About The Position

The Clinical Support Representative is a field-based clinical role in the Sales group, supporting customers and administrative processes within an assigned territory. The representative educates customers and staff on medical order requirements, streamlines order processing, and works collaboratively with Territory Manager(s) to support market penetration and sales goals. The role also serves as a revenue specialist through exception management and local payor knowledge, following the direction of Regional Management. The representative supports revenue recognition by managing territory exceptions, authorizations, transitions of care, and related processes. They provide ZPM education and support to hospital and office contacts, help drive clinical value and utilization, and assist with training and account reviews. Additional responsibilities include supporting Territory Managers, building the ZOLL brand through presentations and educational activities, and developing relationships with key hospital staff. This is a field-based position requiring daily work in hospitals, doctors’ offices, and other medical establishments within the assigned territory, with approximately 80% travel within a defined geography. Atypical evening and weekend hours may occasionally be required based on business needs. The annual salary range is $85,000 to $105,000.

Requirements

Associate’s degree or at least 5 years of relevant internal ZOLL experience.
At least 3 years of hospital, heart failure, or nursing experience.
Clinical experience navigating hospital processes, collecting documentation, and interacting competently and confidently with providers and patients.
Ability to influence clinical decision-making through presentations and discussion of clinical data.
Ability to plan proactively and work independently and autonomously while collaborating and communicating closely with others.
High sense of urgency and flexibility.
Superior organizational skills and ability to multitask.
Problem-solving mindset and accountability for tasks from beginning to end.
Effective team player who can also work independently with strong self-motivation.
Approximately 80% travel within a defined geography.

Nice To Haves

Cardiology clinical acumen.
Proficient working knowledge of Microsoft Office, including Power BI, Excel, Word, and Outlook.
Working knowledge of customer relationship management systems, including Salesforce.com and Dynamics.

Responsibilities

Educate ZOLL customers and staff on Medical Order requirements, including partnership with the MORe Team.
Identify EMR/HL7 order opportunities and key stakeholders in accounts, and work with Territory Managers to develop EMR/HL7 champions.
Partner with HSD on Medical Order process automation.
Use clinical judgment and knowledge of ZOLL devices to prioritize patient care plans, transitions of care, reorder documentation, and potential end-of-use needs, and advise providers or staff accordingly.
Manage territory exceptions to reduce DTC and aging exceptions.
Apply local payor knowledge to increase paying authorization percentages.
Manage transitions of care and PEI in the territory to reduce zero revenue.
Identify key hospital and office contacts for ZPM education; drive ZPM clinical value and utilization.
Partner with Territory Managers on ZPM data reviews for quarterly account business reviews.
Manage ancillary ZPM and customer service needs for HFMS/HST, and serve as a regional and area resource for ZPM training.
Represent ZOLL consistently to customers in the assigned territory.
Partner with Territory Managers on daily Medical Order processing and servicing so they can focus on sales opportunities.
Provide support and educational activities when the Territory Manager is on leave or the territory is vacant.
Lead local trade shows and account educational opportunities.
Deliver ZOLL product presentations and provide resources for account staff onboarding programs.
Work with Marketing to facilitate local awareness through social and local media outlets specific to the territory.
Serve as a TOZA contact.
Develop key director-level hospital relationships, including with Case Management, Quality, Cath Lab, and Risk staff.
Work daily in hospitals, doctors’ offices, and other medical establishments within the assigned territory.