Sales Support Technician

Enovis•DJO Kentucky-FIELD, AL

About The Position

We are seeking a talented and driven professional to join our team in the exciting medical device sales industry. This individual learns the ropes and assists the sales territory manager in sales growth, as well as assist in carrying out Enovis’ mission by providing professional customer service to patients. The sales support technician is responsible for identifying sales opportunities, proper fitting and education of all company products, and providing outstanding patient care. The sales support technician is also responsible for assisting in the sales process by educating patients on the benefits of Regen products and helping patients understand their insurance coverage and estimated financial responsibility, as well as playing an instrumental role in selling the patient on the advantages of using our product.

Requirements

Minimum of 1 year of experience in a hospital, healthcare facility, clinic, or physician’s office, or as an independent contractor working directly in the care of the orthopedic patient, or related experience required.
Must possess a valid Driver’s License and current automobile insurance.
Must satisfy third-party credentialing requirements to gain access to hospital accounts.
Maybe required to fit patients in-home, and therefore candidates should be aware of and comfortable with this requirement.
Technical Skills – Demonstrates necessary eagerness to acquire necessary technical knowledge, skills, and judgment to serve customer needs and accomplish goals in a compliant manner.
Analytical and Mathematical Skills – Ability to accurately calculate figures and amounts such as proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Quality Management – Demonstrates attention to detail. Looks for ways to improve and promote quality. Demonstrates accuracy and thoroughness. Communicates changes and progress.
Initiative – Demonstrates a positive attitude and a willingness to go the extra mile to help both patients and Enovis. Ability to work well independently and to exercise appropriate judgment under general direction. Ability to prioritize workload, goals, and tasks consistent with the department and corporate objectives. Ability to manage conflicting priorities in an effective and efficient manner.
Business Acumen – Understands business implications of decisions. Shows understanding of issues relevant to organization. Stays up to date with current practices and trends. Links and applies complex technologies to business strategies.
Industry Knowledge – Stays current on relevant products (both of Enovis and its competitors), as well as clinical studies. Understanding of key business issues that exist in the industry (i.e., health care reimbursement trends, state and local laws, regulatory requirements). Links and applies complex technologies to business strategies.
Customer Orientation – Demonstrates a keen understanding of various customers’ (internal or external) needs and utilizes a variety of resources to provide solutions and a compelling value proposition. Demonstrates a strong bias toward service, quality, and customer satisfaction.
Communication – Communicates effectively at varying levels of the organization. Expresses ideas clearly and simply both verbally and in writing. Promotes timely, ongoing flow of information to others. Communicates and listens effectively in order to develop and maintain key business relationships. Speaks clearly and persuasively in positive or negative situations. Listens and gets clarification. Ability to write reports and business correspondence.
Presentation Skills – Demonstrated ability to present 1:1 or in group settings. Delivers a clear and compelling message tailored to the needs of the audience. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Interpersonal Skills – Ability to work with co-workers and customers, both internal and external, of all levels. Ability to professionally interact and build constructive and effective relationships. Ability to effectively interface with others on behalf of the organization.
Relationship Building - Develops strong cross functional relationships with assigned Business Unit, customers, clinic management, and other Enovis functions. Ability to professionally interact and build constructive and effective relationships.
Leveraging Resources – Efficiently uses Company resources such as time, money, and resources. Demonstrates awareness of goals of other organizational units and makes requests or proposes solutions in support of this awareness.
Problem Solving – Identifies and resolves problems in a timely and compliant manner. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Develops alternative solutions. Uses reason even when dealing with emotional topics. Works well in group problem solving.
Decision Making – Exhibits sound and accurate judgment. Includes appropriate people in decision-making process. Identifies and resolves problems in a timely and compliant manner. Relies on experience and good judgment to ensure that expectations are met and that business and quality/compliance objectives are achieved.
Adaptability – Embraces and adapts to change and demonstrates a willingness to learn. Ability to respond quickly to change and prioritize actions to meet customer needs. Demonstrates flexibility and responds to changing and future business needs. Adapts strategy to changing conditions. Demonstrates flexibility and responds to changing and future business needs.
Collaboration and Teamwork – Works collaboratively and cooperatively with teams cross-functionally. Energetic and willingness to work closely with all team members to achieve success.
Process Management – Ability to figure out the processes necessary to accomplish business objectives. Understands how to separate and combine tasks into efficient workflow. Knows what to measure and how to measure it.
Trust and Integrity – Interacts with others in a way that gives them confidence in one’s intentions and those of the organization. Accepts responsibility for one’s own decisions and actions. Demonstrates honesty. Keeps commitments. Behaves in a consistent manner and is open, honest, and trustworthy.
Safety and Security – Observes safety and security procedures. Reports potentially unsafe conditions. Uses equipment and materials properly.
Computer Skills – Proficient computer system-based tools including Microsoft Office applications. Proficiency in developing and presenting Word, PowerPoint, and Excel documents. Competent as user of email and web applications. Experience with inventory management programs and EMR systems.

Nice To Haves

Demonstrated patient care experience strongly preferred.
Clinical rotation or internship strongly preferred.
Experience dealing with multiple physicians in a high-volume clinic a plus.
Previous experience with inventory management programs and/or EMRs a plus.
Demonstrated experience with the application of soft goods/functional bracing preferred.
Bachelor’s Degree in a related field strongly preferred.
Holds and maintains an active Athletic Training license with the appropriate state regulatory agency strongly preferred.
Holds and maintains a Board of Certification (BOC) in Athletic Training, strongly preferred.
American Board for Certification (ABC) Certified Fitter-orthotics (CFo), Orthotic Fitter, Physical Therapy Certification, Orthopedic Technology Certification, BOC Physical Therapy Certification, or Orthopedic Technology Certification may also be considered.

Responsibilities

Partners with the Territory Manager and organization to meet and exceed sales targets
Serve as an extension of the Territory Manager and act as the primary backup contact
Responsible for keeping the Territory Manager informed of all related activity, market trends, and competitor activity within the territory
Coordinates daily/weekly scheduling to ensure proper coverage of patient appointments and physicians and clinicians calls
Responsible for helping patients understand insurance coverage and estimated financial responsibility.
Responsible for proper measuring and application, education on appropriate use/care, and providing accurate information to patients and Health Care practitioners (HCPs) on expected outcomes resulting from the use of orthopedic soft goods, functional bracing, bone growth stimulation, and all other Enovis products as prescribed by physicians/HCPs at the orthopedic practice.
Coordinates patient care for follow-up brace fitting appointments, as necessary.
Provides routine customer service to patients, physicians, physician assistants, and other clinical staff following established policies and procedures.
Provides comprehensive account management and effectively manages day-to-day service operations for stock-and-bill programs customized for clinical orthopedic practices.
Supports inventory management, including organizing and tracking inventory, participating in required audits of inventory, and managing defective product returns and exchanges.
Participates in education of customer clinic staff on how to appropriately handle, document, and reissue products in the case of defective products.
Manages product mix of Enovis manufactured versus non-Enovis products to designated/identified level.
Ensures accurate completion of appropriate forms and documentation through Enovis’ secure automation platforms for delivery to the appropriate billing department, following all necessary compliance and regulatory processes, as well as applicable Enovis policies and procedures.
Responsible for verifying patient insurance benefits using available real-time automation tools, including pre-authorization of claims and/or upfront collection of patient deductible and coinsurance amounts, as required by individual insurance contracts and/or by Enovis policy and procedure.
Collects patient out-of-pocket costs for services rendered/products provided using automated business transaction tools within Company guidelines.
Works within customer Electronic Medical Record (EMR) systems, when available, to access appropriate patient information required for Enovis billing, as well as to read and understand medical records.
Maintains professional and technical knowledge of relevant payor rules.
Serving as the face of Enovis and builds and maintains effective relationships with clinic staff at varying levels.
Responsible for educating clinical staff members, as applicable, on Field Service policies and procedures.
Escalates complex customer questions, issues, and problems to RSM, RSSM, or to a more seasoned FSR, when appropriate.
Serves as a liaison between the customer and the Enovis/Distributor Partner (DP) Sales Team.
Participates in Business Reviews to report activity and performance of the clinic and/or territory.
Responsible for achieving metrics and KPIs, as set forth by management, to ensure customer performance and efficiency comply with applicable Enovis agreements/contracts.
Participates in continuing education required to maintain all relevant certifications and/or licensure.
Maintains professional and technical knowledge of relevant Enovis products, corresponding documentation (e.g., Product Inserts, Manuals, Promotion Materials, etc.), and Company policies and procedures.
Demonstrates commitment to the Enovis Compliance & Ethics Program, the Code of Business Conduct, the AdvaMed Code of Ethics, and all applicable regulations, policies, and procedures.
Adheres to all internal Corporate Compliance guidelines, OIG, and government healthcare regulations, regulatory policies and procedures, policies and procedures set forth by the applicable clinic and/or hospital administration, and Privacy and Security standards (i.e., HIPAA) in accordance with government agency requirements.
Treats Protected Health Information (PHI) with the strictest confidentiality in accordance with HIPAA standards and Enovis policies and procedures.
Other duties as assigned.