Clinical Support Representative - Buffalo

ZOLL Medical•Buffalo, NY

1d•Onsite

About The Position

ZOLL is seeking a field-based Clinical Support Representative to provide customer and administrative support, education, and assistance streamlining medical order processing in an assigned territory. The representative works collaboratively with Territory Manager(s), supports territory goals and market penetration, manages revenue-related exceptions, applies local payer knowledge, and follows Regional Management direction. The role supports medical order education and processing, revenue recognition, ZPM utilization and training, customer service, account education, and key hospital relationships. The employee works daily in hospitals, doctors’ offices, and other medical establishments within the assigned geography, with approximately 80% travel. Occasional atypical hours, including evenings and weekends, may be required based on business needs.

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 workflows and document collection, with competent and confident interactions with providers and patients.
Ability to influence clinical decision-making through presentation 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 mentality and accountability for tasks from beginning to end.
Effective team player who can also work independently, with strong self-motivation.

Nice To Haves

Cardiology clinical acumen.
Proficient working knowledge of MS Office, including Power BI, Excel, Word, and Outlook.
Working knowledge of customer relationship management systems such as 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; work with Territory Managers to develop EMR/HL7 champions and 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, and advise providers or staff accordingly.
Manage territory exceptions to reduce DTC and aging exceptions and apply local payer landscape knowledge to increase authorization percentages.
Reduce zero revenue by managing TOC and PEI in the defined territory.
Serve as the ZPM expert and contact for key staff and prescribers; identify key contacts, provide ZPM education, drive clinical value and utilization, and partner with Territory Managers on data reviews for quarterly account business reviews.
Manage ancillary ZPM and customer service needs for HFMS/HST and provide regional and area ZPM training support.
Represent ZOLL consistently to customers in the defined territory.
Partner with Territory Managers on daily medical order processing and servicing so they can focus on selling opportunities.
Provide support and educational activities when the Territory Manager is on PTO or the territory is vacant.
Build the ZOLL brand in accounts by leading local tradeshows and educational opportunities and providing product presentations and resources for account staff onboarding.
Work with the marketing department on local save awareness through social and local media outlets specific to the assigned territory.
Serve as a TOZA contact.
Own and develop key director-level hospital relationships, including with Case Management, Quality, Cath Lab, and Risk staff.