Clinical System Support Specialist II

Summary

The Clinical Specialist delivers high-quality, compliant patient support to both trial and implanted patients through centralized remote engagement. This role expands organizational capacity while preserving field-based clinical resources for physician-directed programming and in-clinic responsibilities. Leveraging internal tools and other support platforms, the Clinical Specialist provides patient education, basic device support, and accurate documentation throughout the patient journey. The role enhances the patient experience, promotes consistency across care pathways, and supports compliance with all company policies, quality standards, and regulatory requirements.

Responsibilities

• Patient Support & Education
  • Respond to inbound and outbound patient communications.
  • Provide support throughout the patient journey.
  • Deliver approved patient education regarding device use and therapy processes.
  • Provide basic device support and troubleshooting within established guidelines.
  • Promote a positive patient experience through empathetic, professional, and consistent communication.
• Documentation & Data Management
  • Enter and maintain early-phase patient baseline information.
  • Ensure documentation is complete, accurate, timely, and compliant with privacy and quality requirements.
  • Maintain standardized records to support patient continuity, operational consistency, and downstream analytics.
• Issue Escalation & Safety Monitoring
  • Follow established escalation pathways for clinical, technical, or safety-related issues.
  • Submit required PER documentation through Salesforce (SFDC) and other designated systems.
• Compliance & Quality Assurance
  • Adhere to all documentation, privacy, quality assurance, and regulatory requirements.
  • Follow approved scripts, educational materials, and support processes.
  • Participate in required annual certifications, audits, and monitoring activities.
  • Ensure all patient interactions remain within approved role boundaries and comply with applicable policies and procedures.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 1–3 years of professional experience.
• Experience working in a regulated environment.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Proficiency with customer relationship management (CRM) and documentation systems.
• Experience within the medical device industry.
• Patient-facing clinical experience.
• Experience supporting patients in a healthcare or clinical setting.
• Familiarity with Salesforce and patient management platforms.

Benefits

Consultants Eligible Benefits Upon Waiting Period

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account (for High-Deductible Health Plans)
• Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)
• Supplemental Life Insurance
• Short Term Disability (coverage varies by state)
• Long Term Disability
• Critical Illness, Hospital coverage, Accident Insurance
• MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance
• 401(k)