CLINICAL SUPPORT SPECIALIST

Clinical Support Specialist

Req # 22122143 Location Saint Paul, Minnesota, United States Job Category Sales Date posted 02 / 15 / 2022 Hillrom and Baxter have united, creating one of the worlds leading medical products companies.

We are committed to our shared vision to transform healthcare. We're building on the legacy and strengths of two historically innovative and socially responsible companies thatwhen joined togethershould better serve our patients, customers and communities.

This is an exciting time to join us as we begin a new chapter, together.

No matter your role at Baxter, your work makes a positive impact on people around the world. You can expect to work with caring people who value relationships.

Our teams are strong and empowered because we value differences. This is where you can do your best work and thrive in an international environment.

This is where you can belong.

The Clinical Support Specialist for Hillrom Respiratory Health will be responsible to educate clinical patient trainers and patients on the use of our respiratory health products in the home setting.

Additionally, they will follow up with trainers based on training survey results to help to ensure all trainer requirements are fulfilled.

The Clinical Training and Support Specialist will also be responsible for completion of patient focused clinical calls identified during an in-home training, those that are required for the Outcomes Monitoring Program, and as identified during other interactions with patients and caregivers.

Clinical Training and Support Specialists will participate in a rotation of on-call for after hours support to trainers and patients with complex respiratory health equipment needs.

THE ROLE :

• Train new clinical patient trainers on respiratory health products and the in-home training expectations
• Provide patient focused, clinical follow up calls required for the Outcomes Monitoring Program
• Act as a clinical resource for contract trainers, which includes carrying the clinical resource phone after hours and on weekends
• Act as a clinical resource for patients with respiratory equipment, including afterhours phone support for ventilation patients.
• Partners with field sales staff to resolve patient related issues and to ensure an excellent customer experience
• Educate the patient / caregiver on the benefits of therapy to help them understand the therapy, promote therapy adherence and device retention
• Assist patients / caregivers with any protocol changes after initial placement or reprogramming of swapped respiratory care products due to additional devices, warranties or start overs
• Provide phone training, when necessary to patients and / or caregivers on the use of our respiratory care products
• Obtain all necessary documentation related to patient phone trainings.
• Prompt follow-up with patients identified as a high risk for adherence / compliance after an in-home training
• Receive calls to answer patients therapy questions related to the respiratory care products and implement corrective suggestions, as needed
• Ability to answer basic insurance questions as needed during the trial conversion to long term usage or triage appropriately.
• Facilitate return of device when patient no longer demonstrates benefit from therapy
• Works collaboratively with multiple teams to optimize outcomes for our patients
• Communicate patient information to field team, when pertinent
• Investigate and resolve trainer related issues and incidents
• Update contract trainers when / if changes occur to a process or product
• Evaluate contract trainers and perform initial Competency Evaluations
• Accurately document events and communications in a timely manner
• Perform with the highest level of integrity, while by complying with the Global Code of Conduct, applicable work instructions, and applicable laws and regulations to enhance outcomes for our patients and their caregivers

QUALIFICATIONS :

• Registered Respiratory Therapist or Registered Nurse with active licensure in state of residence
• AA required, BA / BS degree preferred, or equivalent related work experience
• 1-3 years of clinical pulmonary experience in a hospital, healthcare, or homecare setting required
• Durable medical equipment experience (DME), required
• Previous experience providing training and / or education for patient, caregivers and healthcare team members
• High level of reasoning ability in order to successfully resolve a variety of patient and business issues
• Strong critical thinking and problem solving skills
• Exceptional written, verbal and interpersonal communications and presentation skills
• Fluent in Spanish preferred
• Detail orientation
• Proficiency in Microsoft Office Software
• Third Party payer experience preferred
• Experience with TIMS preferred

The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability / handicap status or any other legally protected characteristic.

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