Bethesda, Maryland
Customer Operations Manager Job Opening in Bethesda, Maryland - About BrainScope
BrainScope Company, Inc. (), based in Bethesda, MD, is a privately held neurotechnology company developing a new generation of handheld, easy-to-use, non-invasive devices designed to aid medical professionals in rapidly and objectively assessing various neurological conditions, with an initial focus on traumatic brain injury (TBI) and concussion assessment. The company has completed over 20 clinical studies at 55 locations, with its technology featured in 20+ peer-reviewed articles in leading scientific and medical publications. The company?s disruptive BrainScope One technology, launched commercially in early 2017, will change the way head-injured patients are assessed and managed, providing clinicians ? for the first time ? a comprehensive, objective and accessible view of a person?s head trauma.
Position Summary
BrainScope has developed a team of Customer Operations Managers to work with all levels of our customers? organizations, from individual technicians operating the BrainScope One device to C-Level executives charged with driving operational excellence, to ensure a seamless onboarding experience for new customers. Customer Operations Manager responsibilities include project management and leading new customer implementation of a medical device within the patient care setting. The role requires a combination of focus and flexibility, and a highly resourceful individual with self-motivation and strong analytical skills. Customer Operation Managers will maintain a culture of results-orientation, commitment to an excellent customer experience, and a focus on meeting customer needs in emergency department, urgent care, university, and government/military settings.
Reports to Vice President, Customer Care
Full Time position (may work remotely)
Competitive salary, stock option package and strong benefits
Key Tasks
Customer Operations Managers manage the implementation of new customers of BrainScope across a wide range of areas, including clinical training and integration, patient marketing campaigns, EMR integration and revenue cycle management. They are responsible for driving cross-functional, integrated planning and ensuring deliverables are clear and met for on time execution by all relevant stakeholders.
Develop customer relationships, build trust, and be the main point of contact between BrainScope and assigned customers during the implementation phase of onboarding a new medical device.
Proactively identify issues that could impact successful execution. Engage in root cause analysis on issues and opportunities that could impact deliverables and outcomes. Develop alternative approaches to addressing the problem or opportunity working with both the BrainScope Commercial Team and the customer.
Develop and maintain a project plan consisting of checklists that ensure proper planning and execution of key deliverables prior to an official ?go-live? all implementation planning sub-group meetings, capture meeting notes, and disseminate to all customer and BrainScope stakeholders post product implementation is seamless, efficient, and on time.
Understand customer culture and recognize and respond to potential roadblocks.
Job Requirements
Bachelor?s degree required. Master?s Degree preferred
Minimum 5 years of experience in a project management role
Experience in the healthcare industry is mandatory
Demonstrated exceptional written and oral communication skills, including ability to effectively communicate with customer ?C-Suite? executive management
Outstanding organizational skills, attention to detail, planning and prioritizing, efficient time management, concern for quality, common sense and flexibility
Goal-driven, confident self-starter with a willingness to continually embrace professional development and a passion to excel
Operate effectively in a multi-disciplinary, team-oriented culture that emphasizes professional development
Comfortable working in a fast-paced environment
Qualified applicants must include a cover letter stating why you are well suited for this specific position. Candidates who do not submit a cover letter will not be considered for this position .
Job Type: Full-time
Required education:
Bachelor's
Required experience:
Project Management and Healthcare Industry: 5 years
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