Qualifications
Key Responsibilities & Job DutiesRemote Customer SupportAct as the primary contact for sites requiring assistance with the OrganOx metra®, utilizing call center platforms, phone, or virtual communication channels.Provide real-time troubleshooting guidance for device setup, perfusion workflow, and system alert interpretations.Deliver professional, customer-centric communication by applying clinical judgment within established protocols.Support case monitoring by reviewing device parameters, escalating issues as necessary, and ensuring proactive interventions.Documentation & ComplianceDocument all customer interactions, case notes, and recommendations in adherence to Good Documentation Practices (GDP).Follow escalation pathways and record actions in compliance with quality and regulatory standards.Identify trends or recurring issues, relaying them to leadership for quality enhancement.Operational CoordinationCollaborate with Clinical Specialists, Engineering, Quality, and Customer Operations to provide seamless support.Assist with scheduling, triaging incoming requests, and ensuring efficient handoffs for onsite assistance as needed.
About the job
About OrganOx
OrganOx is a pioneering global medical device company dedicated to enhancing the efficacy of organ transplantation. Our flagship product, the OrganOx metra® normothermic machine perfusion (NMP) system, has facilitated over 5,000 successful liver transplants internationally, underscoring our commitment to saving lives.
As we expand our footprint, we invite a driven and knowledgeable Remote Clinical Specialist to join our dynamic team, playing a vital role in advancing transplantation science and improving patient outcomes.
Position Summary
The Remote Clinical Specialist will deliver exceptional remote support to transplant centers, Organ Procurement Organizations (OPOs), and internal teams across North America. This position entails providing real-time guidance, monitoring cases, offering customer support, and thorough documentation, ensuring the safe and effective utilization of the OrganOx metra®.
Working within the Clinical Support team, you will leverage your clinical and technical expertise through remote platforms. This role is fully remote and requires flexible coverage, including round-the-clock shifts. A 16-week certification program, which includes travel for training and customer case support, is required for this position.
About OrganOx
OrganOx is revolutionizing the medical device industry with cutting-edge solutions aimed at maximizing the potential of organ donations. Our commitment to innovation and excellence has positioned us as a leader in the field of transplantation, making significant contributions to patient care and outcomes worldwide.