Clinical Applications Specialist - Chicago, IL

The Opportunity  

The Clinical Applications Specialist (CAS) is an essential part of Synaptive Medical. The CAS provides primary on-site clinical support of Synaptive’s surgical technologies by acting as a knowledgeable and highly skilled technical resource in the hospital operating room. The CAS is expected to actively manage primary accounts assigned to them while also contributing to regional and national coverage as needed. At their assigned accounts, the CAS is responsible for driving customer engagement, supporting commercial success, pursuing excellence in clinical support, developing themself and the team, and maintaining good corporate citizenship. 

What You’ll Do  

• Pursue excellence in clinical support

• Clinical support of all Synaptive surgical technologies inside and outside of the operating room

• Deliver Synaptive surgical technology training and coaching pre-operatively and intra-operatively to surgeons and hospital staff

• Provide front line technical support to Synaptive surgical technology inside and outside the operating room in collaboration with field service team

• Work with hospital IT staff to test/enable connectivity of Synaptive surgical technology in the OR

• Build relationships with stakeholders (neurosurgeons, RNs, schedulers, administration) as a clinical, technical and business resource

• Drive customer engagement

• Drive clinical adoption and surgeon/ resident engagement of Synaptive products at accounts

• Identify and support co-marketing opportunities at assigned accounts

• Support commercial success 

• Identify, pass and facilitate early communication on sales lead opportunities at accounts to CAM, RSM and other commercial team leaders 

• May periodically support sales activities in close collaboration with CAM, RSM and other commercial team leaders 

• Drive team and self

• Train, mentor, and support teammates

• Strive to grow professionally

• Drive continuous improvements to our technology and processes

• Maintain good corporate citizenship

• Execute good documentation practices for compliance

• Manage the Voice-of-customer (VOC) through providing customer feedback to Synaptive leadership, product management, service and engineering teams

• Execute administrative responsibilities

• Complete all required case reporting, continuing education, and paperwork on time and accurately

• Adhere to performance management disciplines of weekly 1:1 calls with RCM, weekly/bi-weekly team calls, national team meetings, company townhalls and annual performance reviews

• The employee may perform other related duties as necessary to meet the ongoing needs of the organization
• Non-local travel up to 60% annually.  Short notice non-local travel is occasional and would require same day flight departure
• Ability to maintain 1-hr on-call response time locally for approximately 10 days per month (24-hour coverage with 12 hr maximum shift time)

What You’ll Need 

• Bachelor of Science degree from an accredited reputable institution or equivalent experience
• Problem-solving skills and the ability to make informed decisions under pressure
• Strong customer service skill set
• Clear, concise written and verbal communication skills
• Strong attention to detail and ability to bring customer satisfaction situations to a successful completion in a timely manner
• A valid Canadian or USA passport is required
• Driver’s license with ability to travel to accounts as required

It’d Be Amazing If You Had 

• 1-3 years of work experience, ideally in healthcare
• Prior experience with training in the use and applications of medical devices or equipment
• Operating room background/experience
• Experience with robotics, medical navigation, and optics
• Experience working with software for medical applications, PACS, DICOM
• Imaging and intraoperative modality experience, advanced medical terminology and/or familiarity with neurobiology and white matter connectivity
• Customer service experience
• Experience in a fast-paced healthcare environment (EMT, technician, nursing, etc.)
• Experience working with disruptive medical technologies
• Experience in developing and delivering training programs

About You 

• Positive attitude
• Self-motivated, results oriented, persistent, and assertive
• Ability to manage your own schedule
• Highly organized
• Easily accessible and reliable for communication via phone, email, and messaging apps
• Cooperative and collaborative team-first mentality
• Excellent interpersonal skills and persuasive/engaging communication skills to develop key relationships
• Eager life-long learner
• Passionate about medical device technology, healthcare, and contributing to account management and growth
• Desire to teach, educate and train
• Tenacious and determined to resolve and learn from challenging situations
• Excited by non-traditional job hours and travel
• Compassionate and patient-success focused
• Professional, thoughtful, and mature

Special/Physical Requirements 

While performing the duties of this position, the employee is regularly required to talk or hear. The employee is frequently required to sit and reach with hands and arms. The employee is regularly required to stand, walk and use hands to finger, handle, or feel. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include ability to adjust focus.  While performing the duties of this job, the employee regularly works in hospital environment. The employee will be exposed to clinical operating rooms, for which proper personal protection equipment will be assigned and worn.