Clinical Support Representative - Florence

ZOLL Medical•Florence, SC

3d•Onsite

About The Position

The Clinical Support Representative is a field-based role responsible for providing customer and administrative support, education, and streamlining order processing. This role works collaboratively with Territory Managers (TMs) to achieve goals, drive market penetration, and act as a revenue specialist by managing exceptions and understanding local payor knowledge within the assigned territory. The representative will follow the direction of Regional Management.

Requirements

Associate’s degree or 5+ years of relevant internal (ZOLL) experience required.
Minimum 3 years hospital/HF/nursing experience required.
Clinical experience providing proficiency navigating hospital flow, document collection, along with competent and confident provider and patient interaction required.
Ability to proactively plan and work independently and autonomously in close collaboration and communication with others.
A high sense of urgency and flexibility.
Superior organizational skills with the ability to multi-task.
Problem-solving mentality, while being accountable for each task from beginning to end.
Effective team player who is also capable of working independently with strong self-motivation.

Nice To Haves

Cardiology clinical acumen preferred.
Ability to influence clinical decision-making process through presentation and discussion of clinical data.
Proficient working knowledge of MS Office (including Power BI, Excel, Word, Outlook) & Customer Relationship Management systems (Salesforce.com, Dynamics) is preferred.

Responsibilities

Educate ZOLL Customers and staff on Medical Order requirements, including MORe Team partnership.
Identify EMR/HL7 order opportunities in accounts and key stakeholders.
Work with TMs to develop EMR/HL7 champions.
Partner with HSD for MO process automation.
Prioritize competing objectives (patient’s plan of care, transition of care, reorder documentation, end of use) based on clinical acumen and knowledge of ZOLL’s medical devices to determine the best path forward for patient’s care and advise providers or their staff.
Manage exception management to drive down DTC and Aging Exceptions for the defined territory.
Act as a Local Payor Landscape expert to increase paying authorization percentages.
Reduce zero revenue by managing TOC and PEI in the defined territory.
Serve as ZPM expert and contact for key staff and prescribers.
Identify key contacts in hospitals and offices to provide ZPM education.
Drive ZPM clinical value and utilization.
Partner with TMs on ZPM data review for quarterly account business reviews.
Manage ancillary ZPM/Customer service needs for HFMS/HST.
Be a regional and area resource for ZPM training.
Be a constant and consistent Clinical Support Representative of ZOLL with customers in a defined territory.
Partner with TMs on daily processing and servicing of Medical Orders to allow TMs to focus on selling opportunities.
Provide support and educational activities in a defined territory when the TM is on PTO or the territory is vacant.
Lead local tradeshows and account educational opportunities.
Provide ZOLL Product presentations and resources for account staff on-boarding programs.
Work closely with the marketing department to facilitate local save awareness through social and local media outlets specific to the assigned territory.
Act as the TOZA contact for hospital accounts, focusing on key staff relationships.
Own and develop key Director Level staff relationships, including Case Management, Quality, Cath Lab, and Risk.