Clinical Support Specialist - SPD

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

The Customer Insight Analyst provides onsite services to Customers within a Market Geography, including  analysis of repair trending, inventory management, and Customer Engagement with the intent to reduce or limit the need/number of Device and Instrument repairs and ensure surgical assets are Procedure Ready. This role uses specialized knowledge in instruments and or devices to achieve effective analysis, problem-solving techniques, process evaluations, customer education and delivers value-added activities to drive current contract value and enhance Customer retention and engagement.  This role works cross functionally with sales and operations to identify opportunities and issues and are a part of the account team that delivers solutions to Customers.

 

This is a remote based customer facing position. To support and service our customers in this assigned territory candidates must be based out of one of the following areas: Greater Chicago 

Duties

Instrument Repair & Maintenance Onsite Support & Education:

• Reviews and performs basic analysis on repair trending data to identify Customer specific areas of improvement. Recommends and tracks measurable goals in partnership with Customer.

  • Provides analysis of repair trending and solution delivery to assigned facilities, to support cost savings / cost avoidance and compliance plans are in place for effective Customer operations. This includes: 

    • Lead Proactive Maintenance Inspections (PMI) for service portfolio assets: i.e. Flexible Endoscopes, Rigid Endoscopes, Surgical Devices, etc.

    • Direct Care & Handling in-services for OR and SPD/CSS staff as needed

    • Receive and send out instruments/devices requiring repair and maintenance per contract requirements

    • Tracking of send/receive repair process to ensure efficient processes (status, readiness) and follow-up 

    • Ensures instrument/device inspection for maintenances requirements are managed and recorded per compliance and contract requirements

• Identifies Business and Customer initiatives by raising awareness of areas for improvement.

  • Working with the local account and operations team, raises awareness of an issue, Leads, or supports efforts to improve processes and ensures improvements are sustained 

  • Documents activities, cost savings and cost avoidance initiatives, with total monies saved, and reports potential barriers to implementation.

  • Follows chain of command within hospital and STERIS IMS regarding identified problems or issues to ensure proper communication and resolution.

• Conducts basic data analysis and implements daily operations of value-added activities that relate directly to service portfolio

  • Identifies areas of cost containment or elimination by Customer relevant to service portfolio

  • Partners with appropriate Customer contacts to consult, provide and/or coordinate training and education that supports Customer objectives and industry best practices.

  • Adheres to internal reporting including improvements and key initiative progress 

Communications 

• Establishes positive business relationships and communications with stakeholders as a representative of the STERIS brand

• Reviews activities completed and recommendations with Customers both ad-hoc or as part of formal business reviews.

• Collaborates with Customer perioperative team(s) – Surgical Coordinators, SPD, GI or Specialty Department Managers to plan and implement solutions, which may include specific, measurable goals

  • Identifies and collaborates to review, report and reset activities as appropriate care and handling processes and drive proactive planning as applicable

• Communicates regularly with the STERIS IMS Account Manager and operational and other internal support teams to ensure customer needs are met daily and any issues are resolved promptly.

Duties - cont'd

Compliance & Professional Development: 

• Records surgical asset inspection and maintenance activities for Customer compliance.

• Maintains compliance with established policies and procedures of the Department of Health, JCAHO, OSHA, CDC, AAMI, AORN standards, and Original Equipment Manufacturer (OEM) Instructions for Use (IFUs).

• Complies with STERIS IMS policies and procedures while also adhering to policies and procedures of facility.