Clinical Network Coordinator

Highlights

Summary

The Clinical Network Coordinator supports the success of the Product Sales team by keeping detailed records about Clinical Network Practitioners (CNP's), allowing the Customer Service Ambassador (CSA) team to direct patient leads to appropriate clinics, as well as providing feedback to the field sales team about clinics in their territory. Additionally, this individual supports the growth of the Product Sales business by identifying additional CNP targets domestically and, in collaboration with cross-functional teams, understanding, developing, and maintaining regulatory compliance materials supporting the international go-to-market strategy. The Clinical Network Coordinator plays a crucial role in maintaining a positive working relationship not only with individual CNP's, but also with the prosthetic industry broadly.

Job Duties

• Populate and maintain client relationship manager (CRM) database with up-to-date CNP information (e.g., training, referrals, orders, payments, AR balance) 

• Maintain and improve lead pipeline flow, collaborating with cross-functional teams to augment systems, touch points, channels, and communication delivery methods. 

• Develop and sustain positive relationships with CNP’s, potentially including occasional customer visits and trade show representation 

• Follow up with CNP’s regarding referred patient deliveries as well as outcome measures, keeping detailed records of CNP preferences (e.g., excluded payors) 

• Maintain CNP training environment and documentation, ensuring timely delivery of continued education unit (CEU) certification on completion 

• Together with the field sales team, monitor the health of the CNP network, identifying champions as well as geographic opportunities, vetting potential CNP’s for partnership fit-ness, checking ABC accreditation, BBB standing, Google reviews, etc. 

• Audit lead outcomes, ensuring timely communication, seamless referral, and outcome measures, identifying opportunities for improvement as well as remarketing 

• Conduct patient satisfaction surveys to assess their experience with CNP’s, regularly reviewing outcomes as well as additional success metrics with field sales representatives 

• Understand jurisdiction-specific international regulatory environments, keeping detailed records and ensuring compliance (e.g,. CE Mark, authorized representation) 

• Assist in maintenance of quality management system, ensuring any identified issues are addressed by the appropriate party in a timely fashion 

• All other job duties as assigned

Characteristics of the Ideal Candidate

• Analytical – Creative, problem-solving ability 

• Articulate – Both verbally and in writing 

• Collaborative – Constructively workshop solutions to problems with others. Team player 

• Curious – Willingness to learn and ask thoughtful questions 

• Flexible – Resilience in a fast-paced, changing environment 

• Interpersonal – Able to empathize with customers and employees 

• Motivated – Independently takes initiative and proposes solutions. Self-starter 

• Organized – Attentive to detail 

Department Structure

• Director of Commercial Operations
• • Senior Sales Manager
  • Customer Service Supervisor
  • Clinical Specialist
  • Clinical Network Coordinator

Qualifications

• Bachelor's degree in business administration, healthcare, sales, or related field, required
• Extensive sales knowledge and customer service, required
• Proficient in Microsoft Office Suite, required

Working Conditions

• Prolonged periods of working on a computer
• Occasional travel may be required

Evaluation

• Regular, informal one-on-one meetings with supervisor for bi-directional feedback
• Formal performance review to take place annually

Benefits

• Comprehensive health, dental, and vision insurance plans, including generous employer contribution to health insurance premium
• 3-weeks paid time off (PTO)
• 11 paid holidays annually, including 2 floating holidays
• 401(k) retirement plan with 3% company match
• Company provided long-term disability insurance and life insurance, plus option for supplemental life and short-term disability insurance