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Form of workCompany Overview
LENSAR, Inc. is the leader in advanced femtosecond laser technology for refractive cataract surgery. The LENSAR laser systems offer cataract surgeons superior precision and accuracy, while optimizing overall visual outcomes. Our mission is to take the time to understand the needs of surgeons and their patients so that we can innovate our technology to ensure we meet their dynamic needs.
Interested in starting a career at LENSAR?
As a global leader in next generation femtosecond laser for cataract surgery, our success depends on talented and motivated individuals who share our passion for making a difference in patients’ lives. We pride ourselves on having a highly collaborative, innovative environment where initiatives and teamwork are valued, and individual efforts are recognized. Together we are one team one vision.
POSITION SUMMARY
The Clinical Operations Manager’s primary responsibility is to oversee day-to-day Clinical Operations to ensure adequate coverage for implementation and onboarding of new customers, re-training or support for existing customers, and escalation of clinical related complaints. This role will develop and implement cross-departmental processes to ensure a successful initial experience for customers. The Clinical Operations Manager will become proficient in the use of Salesforce and will develop clinical reporting and metrics that can provide visibility of clinical-related activity and drive accountability. This role will also manage health care professional (HCP) contracting as required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Ensure adequate Clinical Applications Specialist (CAS) coverage and manage the scheduling of all new installations and requests for maintenance and support. Collaborate with Marketing Event Manager for CAS support requests for road shows and national conferences. Take an active role in new customer onboarding activities including email, conference and phone calls cross departmentally and with the customer as needed.
- Input and maintain onboarding data and training and certification information utilizing Salesforce as well as other programs.
- Ensure customer compliance with LENSAR delivered training materials via LMS (Learning Management System).
- Maintain quality records, ensuring updates are routed through CATSWeb appropriately and timely.
- Monitor and report periodic metrics on CAS support data.
- Assist with managing CAS facility credentialing data.
- Track and identify trends related to clinical complaints from the field.
- Assist with coordinating in-house CAS, distributor, and customer training sessions.
- Responsible for managing, housing, and maintaining HCP (Health Care Professional) contracts.
- Management of coordination of wet lab supplies for CAS team.
KNOWLEDGE / EXPERIENCE / SKILLS / EDUCATION
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Required:
- Bachelor’s degree in business, life sciences and/or experience in paramedical or working within the ophthalmic medical device industry.
- Experience in delivering training to medical and support staff.
- Excellent communication, negotiating, organizational, and customer relations skills.
- Strong computer and time management skills, including experience with Salesforce.
Preferred:
- COA, COT, or CCOA certification.
- Understanding of the FDA code of Federal Regulations 21 CFR and Quality System Regulation part 11.
- Understanding of ophthalmic medical device industry.
PHYSICAL DEMANDS
These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Clinical Operations Manager’s job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions of the Clinical Operations Manager’s duties and responsibilities.
While performing the duties of this job, the employee is regularly required to communicate with management and internal/external customers, both written and verbally. The employee is frequently required to remain stationary and work at a computer.
WORK ENVIRONMENT
While performing the duties of the Clinical Operations Manager, the employee will work out of their home office and occasionally travel to the corporate office.
In addition to a competitive salary, below are further benefits/rewards offered by LENSAR, Inc.:
-Annual bonus opportunity
-Company matched 401(k) plan with eligibility day one and immediate vesting
-Employee Stock Purchase Plan (ESPP) and other company equity programs
-Employer-sponsored comprehensive health plans- medical/dental/vision
-Employer-paid disability insurance
-Voluntary life insurance
-Generous company holiday schedule
-Paid time off program
-Company-wide paid shutdown during the holidays
