Clinical Services Manager

Job Summary:

Manage Clinical Services personnel, primarily consisting of Respiratory Therapists and Nurses. Assures proper patient clinical evaluation procedures are in place and followed by team members. Update Inogen’s clinical evaluation guidelines and procedures as needed. Oversee daily functions to assure timely and accurate processing of patient clinical evaluations. Assures that customer’s needs are expeditiously addressed, always works to exceed customer expectations and provide highest level of service . Monitors and ensures proper capacity always exists to meet Inogen Clinical Services and Sales objectives. Ensures department compliance with all applicable regulations at all times. Supports with clinical functions as needed.

Responsibilities(Specific tasks, duties, essential functions of the job)

• Oversee Clinical Personnel schedules and ensure balanced workload across department.
• Develop, implement, and update SOPs and Work Instructions for the Clinical Services Department.
• Conduct patient titrations via phone and in person as needed
• Responsible for selection, hiring, training and development of departmental staff.
• Ensure proper capacity exists for Inogen to conduct oxygen therapy titrations in a timely manner.
• Ensure department compliance to all applicable regulations at all times.
• Monitor employees to ensure proper licensure exists for each employee to conduct clinical evaluations.
• Responsible for direct report coaching and development, monthly employee check-ins and annual performance appraisals.
• Develop and maintain new-hire training materials, program and evaluation tools.
• Administer employee discipline as needed according to company policies.
• Monitor, observe, critique and provide QA to Clinical Services personnel on service calls relative to demeanor, technical accuracy and conformity to company policies.
• Maintain and keep current all departmental scripting, training and comprehensive testing materials.
• Capture and download data to fulfill departmental metric reporting.
• Inspire and coach staff to ensure employee satisfaction and highest level of group contribution.
• Maintain regular and punctual attendance.
• Comply with all company policies and procedures.
• Assist with any other duties as assigned.

Knowledge, Skills, and Abilities

• Demonstrate critical thinking, problem solving, decision making, sound judgement and assertiveness as needed.
• Strong relationship building and interpersonal skills in working with internal and external customers.
• Ability to work self-manage and work independently.
• Ability to thrive in a dynamically changing organization.
• Excellent management skills, both of individuals as well as projects.
• Must have strong work ethic.
• Excellent oral and written communication skills required.
• Attention to detail is required.
• Effective conflict resolution.
• Analytical & problem-solving skills & ability to multi task.
• Solutions-oriented problem solver.
• Excellent planning, communication and organizational skills.
• Ability to effectively interface with different departments within the company.
• Willingness to travel (up to 25%).

Qualifications(Experience and Education)

• Bachelor’s degree in Healthcare, Nursing, Respiratory Therapy or related field, required.
• 7 years’ experience of clinical services, home medical equipment industry (oxygen therapy or respiratory), required.
• 2 years’ management experience required; with 5 direct reports, preferred.
• Advanced knowledge/proficiency in Microsoft Office, required.
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Inogen assesses market data to ensure a competitive compensation package for our employees. The base salary for this position is expected to be between $83,000.00 and $103,000.00 annually. However, actual base salary if hired will be determined on an individualized basis and will be based on non-discriminatory factors, including as to individual skills, education, experience and market location.

Our Benefits and Rewards:

In addition to the expected base salary, this role is eligible to participate in Inogen’s annual performance bonus incentive plan, highly competitive and company-sponsored benefits, and wellbeing programs rooted in our strong culture of excellence. As a valued member of our team, Inogen provides health, dental, and vision insurance, 401(k) plan plus employer contribution and match, and generous paid leaves such as vacation and sick leave, including paid volunteer time, that can support you and your family through moments that matter.

Inogen is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.