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Sr. Customer Engagement Specialist
PURPOSE AND SCOPE: Drives clinical engagement activities for assigned product(s). Builds FMCNA's image and brand identity by leveraging in-depth product and clinical knowledge to help ensure the efficient and effective use of assigned product(s) through education and outstanding customer service and support to patients and clinicians.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Provides up-to-date, on-label information and education on assigned product(s) to self-care patients and clinicians.
Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors..
Exercises clinical judgement within defined procedures and practices to determine appropriate action.
Drives the positive association of assigned product(s) and FMCNA brand image in the market through clinical engagement and education activities.
Acts as a subject matter expert to teach complex concepts in a simple, concise manner to self-care patients and clinicians.
Liaises with various functional areas including internal quality, regulatory, customer and technical services, and clinical colleagues.
Recommends improvements to workflow processes through engagement activities to drive satisfaction rates by communicating potential issues on a timely basis to ensure proper intervention.
Maintains customer call records and provides ongoing data analysis to monitor trends.
Improves the safe and effective use of device(s) by self-care patients and healthcare professionals.
Contributes to the development of education tools for assigned product(s).
Provides the organization with clinical insights that improve the ability to meet emerging customer needs.
Keeps abreast of current product(s) updates and implements changes into workflow.
Builds positive and productive working relationships.
Works autonomously and receives little instruction on day-to-day work, general instructions on new assignments.
May escalate issues to supervisor/manager for resolution, as deemed necessary.
Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.
Assist with various projects as assigned by a direct supervisor.
Other duties as assigned.
Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Occasional travel may be necessary.
Nursing degree required; CDN or CNN certification preferred
Formalized customer service skills training preferred
EXPERIENCE AND REQUIRED SKILLS:
Minimum 5 – 8 years of experience in nephrology nursing in a clinical setting required.
Experience in training professionals and/or patients on dialysis product(s).
Demonstrate mastery of product and therapy aspects important to assist in the widespread deployment and successful use of assigned product(s).
Excellent customer service skills with a positive, enthusiastic and energetic attitude.
Exceptional knowledge on the use and function of Liberty cycler preferred, with ability to effectively troubleshoot all alarm categories.
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