Clinical Services Coordinator - West

The Clinical Services Coordinator (CSC) is responsible for supporting CND's account management and clinical support function that ensures all CND clinical practice customers who utilize CND's neurodiagnostic testing services are highly engaged and satisfied on a consistent basis. The CSC, through collaboration with their clinical account manager(s), their assigned regional Sales teams, Patient Access, RCM, Pathology and Lab Operations, helps support department process, procedures, and protocols. He/she assists in onboarding and training new clinician customers, educating new practices on the use of CND's tests, and providing ongoing communication and support to maximize the satisfaction and loyalty of existing customers. The CSC uses the company's Customer Relationship Management (CRM) platform as an essential customer management tool for the portfolio of clinician and practice users and constantly monitors data to take actions in collaboration with Sales to maintain customer engagement and affinity for CND's tests. The CSC will collaborate with the Patient Access and RCM teams. The CSC also performs a clinical support function, in collaboration with CND's Medical Affairs team, to address important clinical questions customers have throughout the testing process.

Job Responsibilities:

Sales support and customer onboarding

• Work with Clinical Account Manager (CAM) to bring on new clinician customers through standard onboarding procedures including training and education programs and the provision of helpful information on CND's tests.
• Establish communication lines with clinician customers including clinical and administrative staff and set goals for the first 90 days of initiation; become an additional point of ongoing contact for clinician customers while ensuring each CAM and CND Sales counterpart remains in overall communication.
• Help ensure customers follow appropriate skin biopsy protocols with sufficient quality and suggest adjustments and course corrections when needed to establish sound practices early on.

Customer management and clinical support

• Establish a regular rhythm of maintaining communications with existing customers and work with Clinical Services and Sales to maximize engagement of the entire practice.
• Use Salesforce data to monitor assigned accounts and trigger appropriate actions.
• Continue to offer clinical support through CND written and digital resources, case studies, white papers, patient education assets, training modules, and other pieces.
• Follow a triage process to address clinical questions and connect customers with CND's Medical Affairs staff when appropriate.
• Help maintain customers' consistent and appropriate use of CND's offerings, minimizing dormancy and inactivity rates.

Knowledge, Skills & Experience:

• Minimum of 1-3 years of performing services for and collaboration with clinical practices in a commercial or research context
• Recent experience working with neurologists and advance practice providers
• High-level of quality and professionalism in interfacing with clinical customers and collaborators
• Strong commitment to collaboration and support of team members
• Consistent attention to detail and collaborative work style
• Ability to serve in commercial-oriented roles and collaborate with CND executives, and other departments
• Ability to multi-task and work in a fast-past, deadline driven environment
• Communication ? Strong verbal and written communication skills
• Teamwork ? Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team
• Customer service focus and drive for results ? Demonstrate a focus on listening to and understanding client/customer needs
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use

Education, Certification & Licensures:

• Associate degree required

Other:

• This is a hybrid position if the candidate lives in Phoenix or Atlanta. The employee will be required to come into the office three (3) days a week and remote the other two.
• Employees not located in Arizona will be remote. Travel to CND's Scottsdale, AZ headquarters may be required a few times per year.