Clinical Support Specialist (ON-SITE Richmond, VA)

Owens & Minor • Richmond, VA

10d • $75,000 - $85,000 • Onsite

About The Position

Owens & Minor is a global healthcare solutions company providing essential products, services and technology solutions that support care delivery in leading hospitals, health systems and research centers around the world. For over 140 years, Owens & Minor has delivered comfort and confidence behind the scenes, so healthcare stays at the forefront, helping to make each day better for the hospitals, healthcare partners, and communities we serve. Powered by more than 14,000 teammates worldwide, Owens & Minor exists because every day, everywhere, Life Takes Care™. Global Reach with a Local Touch 140+ years serving healthcare Over 14,000 teammates worldwide Serving healthcare partners in 80 countries Manufacturing facilities in the U.S., Honduras, Mexico, Thailand and Ireland 40+ distribution centers Portfolio of 300 propriety and branded product offerings 1,000 branded medical product suppliers 4,000 healthcare partners served The Clinical Support Specialist is responsible for the ongoing success, performance, and customer satisfaction of Owens & Minor’s Custom Procedure Tray (CPT) and kitting programs within an assigned customer base. This role owns the day‑to‑day relationship with customers as it relates to CPT operations, clinical accuracy, inventory health, and continuous optimization. Reporting to the Director of Kitting Implementation & Customer Excellence, the Clinical Support Specialist role ensures existing customer's CPT programs are clinically sound, operationally efficient, and aligned with customer needs—supporting retention, expansion, and long‑term program growth through exceptional service and partnership. The role works closely with CPT leadership, operations, quoting, and local sales teammates as needed, and requires comfort working directly with customers both virtually and in the OR/clinical environments .

Requirements

• Bachelor’s degree preferred or minimum of a medical certification (RN, Surgical Tech, or equivalent clinical background strongly preferred)
• Minimum 2+ years of experience in healthcare, clinical support, customer success, supply chain, or related field
• Comfort working in OR and clinical environments with nursing and surgical staff
• Strong verbal and written communication skills
• Ability to work independently while managing multiple accounts and priorities

Nice To Haves

• Knowledge of surgical procedures, CPTs, and surgical componentry
• Experience with healthcare supply chain, kitting, or procedural inventory programs
• Strong influencing and problem‑solving skills in a customer‑facing role
• High level of technological fluency, including Microsoft Office (Excel, PowerPoint, Word) and virtual collaboration tools (Teams, Zoom)
• Ability to synthesize data from multiple systems and reports to support customer discussions

Responsibilities

• Customer Success & Relationship Management Own and manage the day‑to‑day customer relationship for CPT and kitting programs within an assigned account base
• Serve as the primary point of contact for CPT‑related questions, requests, issues, and updates
• Ensure high levels of customer satisfaction through proactive communication, responsiveness, and follow‑through
• Receive, manage, and resolve customer issues or complaints, escalating as appropriate
• CPT Program Management & Optimization Partner directly with customers to review, maintain, and update CPTs based on changing clinical, procedural, or operational requirements
• Conduct ongoing reviews of CPT configurations to ensure accuracy, standardization, and alignment with clinical best practices
• Identify opportunities to optimize componentry , improve efficiency, and support program profitability while maintaining clinical integrity
• Manage and support approved product substitutions , including customer communication, documentation, and validation
• Inventory & Operational Coordination Work with internal operations, inventory, and planning teams to ensure availability and continuity of CPT inventory
• Monitor usage trends and support customers during volume changes or usage spikes
• Support continuous review of pricing accuracy, component alignment, and pack consistency
• Cross‑Functional Collaboration Act as a liaison between customers, CPT operations, quoting, customer success, and local sales teams
• Collaborate with the CPT quoting team to support component reviews, pricing accuracy, and timely implementation of new CPTs
• Support smooth conversions, updates, and implementations for new or revised CPTs
• Provide clinical and operational insights that support broader CPT strategy and continuous improvement
• Growth & Strategic Support Support retention and growth of existing CPT business through program performance, customer satisfaction, and clinical partnership
• Partner with local sales teammates as needed on CPT expansions, clinical reviews, and customer presentations
• Support Owens & Minor strategies related to proprietary products and standardization initiatives within existing accounts

Benefits

• Comprehensive Healthcare Plan - Medical, dental, and vision plans start on day one of employment for full-time teammates.
• Educational Assistance - We offer educational assistance to all eligible teammates enrolled in an approved, accredited collegiate program.
• Employer-Paid Life Insurance and Disability - We offer employer-paid life insurance and disability coverage.
• Voluntary Supplemental Programs – We offer additional options to secure your financial future including supplemental life, hospitalization, critical illness, and other insurance programs.
• Support for your Growing Family – Adoption assistance, fertility benefits (in medical plan) and parental leave are available for teammates planning for a family.
• Health Savings Account (HSA) and 401(k) - We offer these voluntary financial programs to help teammates prepare for their future, as well as other voluntary benefits.
• Paid Leave - In addition to sick days and short-term leave, we offer holidays, vacation days, personal days, and additional types of leave – including parental leave.
• Well-Being – Also included in our offering is a Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, and discount programs – all at no cost to you.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level