The posting
The Project Customer Operations team manages all aspects of system installation, start-up, customer training, field service analysis and support, and program optimization. Placement of a product in the hospital requires full time support for a four to eight-month period in order to ensure successful integration into the hospital’s service lines. Project Customer Operations team members are seasoned professionals with in-depth knowledge of the healthcare value chain, as well as breadth of experience across multiple disciplines. They partner with hospital management teams and payers to drive complex transformational change, implement innovative growth strategies, streamline patient-focused care pathways and optimize operations.
MAIN PURPOSE OF JOB
We are in the process of rolling out its Capital Equipment platform. In that context we are looking for a seasoned operational transformation expert.
You will be responsible for successful integration of a new Capital Equipment into a hospital. This might be an expansion of a current surgery program, creation of a new surgery program, or a changeover from a competitive to the Medtronic products. Activities to integrate the Medtronic product include training the hospital to clean and sterilize reusable instruments, arranging the off- site training of surgeons and supporting staff, updating surgeon preference cards, developing an inventory plan and kits for procedures, raising awareness of the product, and helping to schedule the use of the product. These activities would happen over a four to eight-month engagement. At the end of the engagement, the hospital should be on track to hit utilization targets before turning over the program to the sales team.
Additional post integration visits to help the hospital improve performance of their surgery program, optimize resources and asset utilization.
You would be the first Surgery Start-Up Specialist, piloting its execution and preparing its broadcasting and wider commercialization outside the launch country and region.
MAIN JOB DUTIES/RESPONSIBILITIES
Main job duties / responsibilities are:
- Meet with the Director of surgery and develop program goals and metrics for the Medtronic new capital products
- In concert with the Medtronic Field Service Engineer and the hospital staff, prepare the operating room to host the Medtronic new capital products
- Train hospital staff to clean and sterilize re-usable instruments
- Develop a surgeon training plan, schedule attendance at Medtronic’s off-site training, arrange for proctored cases post-training
- Develop a training plan for support staff to include attendance at a Medtronic off-site training class and working with staff post training through learning curve
- Conduct regular program review meetings with the hospital’s Director of Surgery
- Support the technology adoption by attending most if not every case during a surgeon and staff member’s learning curve
- Utilize change management techniques to engage clinical stakeholders and attain buy-in
- Train and coach Hospitals’ staff to promote skill transfer and achieve self-sufficiency in operational excellence
- Generate clear proof points of the value delivered for pilot site by such program
- Package the service program developed and support its commercial deployment across hospitals
Key areas of expertise are:
- Project / program management skills,
- Relationship building / customer engagement skills,
- Operating Room knowledge, Consultancy expertise,
- Change management skills
As part of the Project Customer Operations team, you should be able to:
- Work independently, yet in close relationship with its customer, propose and implement innovative approaches
- Help prepare the Medtronic sales representative responsible for the account to take over day to day management of the relationships at the end of the engagement
- Share and communicate determined best practices actively in the team
- Work together as a team to develop new service offerings out of pilot projects for wider deployment
