Clinical Support Manager

The Clinical Support Manager is responsible for managing Patient Monitoring Clinical Support for Nihon Kohden America, working directly with the Senior Director Clinical Excellence and corresponding NKA teams to effectively support Nihon Kohden Patient Monitoring Systems post implementation. This position will manage multiple teams to include; Clinical Account Managers (CAM), Clinical Support Specialist (CSS) and Clinical Optimization Specialists to better support customers throughout the post-implementation phase.

Essential Functions and Main Duties

• Manage post-implementation clinical support for all Patient Monitoring projects.
• Build and maintain strong customer relationships to promote long-term clinical success and user confidence.
• Collaborate with technical service, clinical support specialists (CSS), sales and implementation teams to address customer needs and resolve issues efficiently.
• Document and analyze data to better support customer interactions and follow-up actions.
• Conduct follow-up visits, workflow assessments and optimization reviews to ensure effective product utilization.
• Respond to customer inquiries and provide timely resolution or escalation of clinical and product related concerns.
• Support go-live activities, product upgrades, software enhancements and system expansions.
• Provide feedback to internal stakeholders regarding customer experience, product performance and opportunities for improvement (OFI).
• Escalate product complaints, adverse events or patient safety concerns through appropriate quality and regulatory channels.
• Adherent to all company policies, procedures, and business ethics codes.
• Duties may be modified or assigned at any time based on business need.

Qualifications

Education / Certification / Experience Required:

• Bachelor’s degree in nursing; master’s degree in leadership preferred
• Must possess a valid unrestricted nursing license within the United States
• Valid driver’s license and good driving record are required
• 3+ years of experience in critical care
• Well-rounded critical care experience with knowledge of hemodynamics and the ability to troubleshoot complex critical nursing issues
• EKG rhythm interpretation is required
• Level and compensation depend on location, experience, education and skills

Competencies Required:

• Excellent communication skills both verbal and written
• Always presents a professional image with an above average skill in customer service
• Ability to write reports and business correspondence
• Ability to effectively present information in one-on-one and group situations to customers and other employees of the organization
• Ability to effectively use technology to present complex information to customers;
• Working knowledge of Windows PC’s, proficient in Microsoft Outlook email applications, and efficient with Word, Excel, and PowerPoint Office programs
• Ability to be flexible with constantly changing schedule and ever-changing working environments
• Highly organized with great attention to detail
• Hazardous physical, chemical and biological agent exposure is possible
• Must be self-motivated and can be managed remotely
• Must be able to communicate verbally and in writing, and to receive and understand verbal and written instructions in English
• Able to work effectively both independently and in a collaborative team environment

Compensation

The anticipated range for this position is $105,000 to $130,000. Actual placement within the range is dependent on multiple factors, including but not limited to skills, education, experience and location.

Perks and Benefits

Visit our Career page to learn more about Perks & Benefits and working at Nihon Kohden America

Working Conditions

Schedule: Standard hours for this full-time position are 8:00 a.m. to 5:00 p.m., Monday–Friday, unless otherwise stated by leadership. At times, you may be expected to be available 24 hours/7 days week. Holiday, weekend, and evening work hours may be required. Regular hours may vary due to the needs of the organization or department and are subject to change at any time at the company’s discretion.

Physical: Will require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting, carrying up to 25 pounds, finger dexterity, repetitive motions, walking, sitting, hearing, visual acuity, color vision. Must be able to be on feet up to 14 hours a day. More specific details may be provided as needed or requested.

Travel: Approximately 80%

Access to Customer Sites: It is an essential function of this position to perform duties in healthcare facilities, and to achieve the necessary vendor credentialing. As part of this process, it is typically required to provide proof of vaccinations (including COVID-19), and related personal medical information, and to comply with other criteria as needed to be able to work at customer sites. Typical vendor credentialing expenses will be paid/reimbursed by the Company.

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Nihon Kohden America is committed to maintaining a professional and respectful workplace free from discrimination, harassment, and retaliation and welcomes all qualified candidates to apply. Employment decisions are based on qualifications, experience, and business needs, without regard to legally protected characteristics. This policy applies to all employment actions, including recruitment, hiring, promotion, compensation, training, and other workplace practices.

Nihon Kohden America complies with all applicable federal, state, and local laws regarding equal employment opportunity. Employees and applicants will not be subject to harassment or retaliation for asserting their legal rights. Questions or concerns regarding this policy may be directed to Human Resources at HREmployeeServices@nihonkohden.com.