Procera Complete Clinical Specialist

About the role

The Procera Complete Clinical Specialist has specialized expertise in evaluating complex and routine dental prosthetic cases and plays a key role across different stages of the workflow. The Clinical Specialist guides each case through its lifecycle from initial intake and evaluation, ensuring that all clinical and technical details are accurately captured. They communicate directly with customers regarding troubleshooting, information gathering, and case planning to provide an exceptional customer experience. The Clinical Specialist acts as a Subject Matter Expert (SME) in full arch and the associated analog, digital, or hybrid workflows to support and share knowledge with colleagues, supervisors, and customers, playing a pivotal role in the success of full arch cases both internally and externally.

Responsibilities

• Support new customers through onboarding calls to virtually walk them through the order submission process, required records, and approval workflow.
• Verify and evaluate case data and scans for full arch upon case receipt to determine if the case is acceptable and ready to move forward.
• Inspect physical property upon arrival to ensure cases are evaluated for case planning, scanning, and designing.
• Identify clinical and technical issues that may arise during the scanning and designing steps and properly communicate issues and recommendations to the customer and Services team.
• Communicate full arch topics regarding case planning, case evaluation, design, and customer communication between the customer and the Services team.
• Conduct onboarding calls with customers to walk them through the ordering process, records needed, and workflows through design and approval process.
• Coordinate surgery dates and communication with customers for immediate provisionals.
• Be in direct contact with customers to discuss cases on a technical and design level to achieve the best way forward on complex cases.
• Perform quality inspection on full arch designs to ensure all customer expectations are met.
• Work closely with the registration, scan, and design teams to ensure all steps in each respective area are completed properly.
• Register customer cases utilizing web-client when required.
• Assist in improving Standard Work (SW) as defined to drive continuous improvement.
• Follow all SOPs to ensure compliance with FDA 21 CFR 820, ISO 13485, and OSHA 1910.
• Meet high quality standards by consistently following established procedures and ensuring accuracy in all work performed.
• Support a made-to-order dental manufacturing environment by meeting production deadlines and aligning output with customer and market expectations.
• Perform any other relevant tasks and duties assigned by Team Lead, Group Manager, or Senior Site Leadership.