Clinical Support Officer

5 months ago

Bristol, United Kingdom Open Bionics Full time

**Role Type**: Full Time, Permanent 37.5 hours per week (Part Time considered)

**Location**: Onsite - Bristol, UK

**Salary banding (dependent on experience)**:£25,000 to £30,000 DOE**

**Reports to**: UK Prosthetist

**The Company**:
We are Open Bionics, a growing startup based in Bristol who designs, develops and manufactures beautiful bionic limbs for those with upper limb absences. Our flagship product is the Hero Arm and with this myo-electric arm, we turn disabilities into superpowers

**Our Mission & Values**:
“Create and Democratise Technology that Enhances the Human Body”.

**Innovate - **Look at the problem differently.

**Empower - ** Making People feel better about themselves

**Be Ambitious - ** Think Bigger

**Treat People Equally -** Treat everyone with equal respect

**Be Reliable - **Always deliver. On time. On budget. To Specification.

**Role Specification**:
The Clinical Support Officer will be based in our location in Bristol, UK and will be responsible for assisting patients at multiple stages in their Hero Arm journeys. In this role, you will interact daily with prospective Hero Arm users, answering their questions and determining their eligibility for our products. You will guide the prospective patient toward outcomes that are applicable for their specific circumstances. You will also work closely with our internal clinician to schedule patient consultations, and will serve as an informational resource for patients, families and clinicians. You’ll be responsible for qualifying patients in terms of their eligibility for the Hero Arm, and you will assist with scheduling patient visits to our Bristol location, and will assist with logístical travel plans as needed.

**Role Specification**

Key responsibilities include:

- Ensure consistent response times and clear communication with UK patients.
- Optimise the clinical calendar in the best way possible to fit the highest number of patients while maintaining excellent patient satisfaction.
- Submit and manage sales orders.
- Run Soft Credit Checks.
- Ensure accurate and up to date information is recorded within the company CRM/ERP systems.
- Be the point of contact for UK customers during their Hero Arm journey.
- With Customer Support, ensure feedback loop systems are monitored and reported.
- Maintain thorough and accurate records through adopting CRM best practices.
- Assist in quarterly customer experience days to introduce prospective patients to Open Bionics.
- Ensure patients have a fantastic experience from booking through to delivery and follow up.
- Supporting the Sales & Business Development Manager with any company events.
- Qualify patients in terms of eligibility for Hero Arms, to ensure the product is appropriate.

**Person Scorecard**
- Essential:_
- Experience with customer service
- Excellent organisation skills, ability to manage own time, prioritise competing demands
- Excellent verbal and written communication skills
- Able to resolve customer or patient concerns/complaints in a professional and empathetic manner.
- Experience following processes and improving on those processes.
- Ability to form and maintain strong professional relationships with colleagues and customers
- Experience working with word processing (google), and excel/google sheets.
- Experience of data entry and maintaining a CRM system
- Analytical thinker and data driven, able to manipulate and present data in a digestible format
- Demonstrates a high level of self awareness and emotional intelligence.
- Exceptional time management skills, able to use own time (and others) effectively.
- Desirable:_
- Qualifications in customer care.
- Clinical experience, dealing with patients in either the private or public sector
- Experience in Netsuite.
- Prior experience in startup or scale up.

**Benefits**
- 32 days annual leave (including bank holidays) Pro rata**:

- Company Pension Scheme
- Cycle to work Scheme
- 50% subsidised Gym/Sports membership/ exercise classes
- Up to 50% cost covered for professional accreditations
- Up to 5% bonus (dependent on business performance) Pro rata
- Company Shares
- Free Tea & Coffee
- Culture of Team socials

**To Apply**

2) Write a Covering Letter explaining why you are suitable for the role. _**You must address the person's scorecard criteria and detail why you want to work for Open Bionics.**_

3) Upload your CV which evidences the technical aspects of your knowledge, skills and experience.
- Please note that _**both**_ _of the above must be provided in order to be considered for the post. Interviews are likely to take place virtually._

**Other Information**

If you are successful, you will be expected to provide proof of your right to work in the UK.

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£30,000.00 per year

**Benefits**:

- Casual dress
- Flexitime
- Sick pay

Schedule:

- Flexitime
- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

-

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