The ProAssure Clinical Services Specialist provides tactical clinical sustainment and customer enablement for ProAssure solutions to support strategic customers. This position is focused on establishing repeatable clinical processes, supporting end users, improving adoption, and helping customers understand how solutions are intended to function within clinical workflows. The position will also provide basic layer troubleshooting and issue triage in partnership with the Technical Services Specialist and other customer support teams. Primary work location is 6565 Fannin Street, Houston, TX 77030
What you will do:
Provide onsite and remote clinical support for ProAssure solutions, including end user support, workflow assessment, adoption, sustainment, and routine service activities
Conduct clinical rounding with physicians, nurses, educators, super users, and other end users to identify workflow issues, usability concerns, training needs, and opportunities to improve solution adoption
Assess clinical workflows and expected solution behavior; identify gaps between intended use, customer practice, and product capability and document opportunities for improvement
Provide basic layer troubleshooting and issue identification with end users and customer support personnel; resolve common user, workflow, configuration, connectivity, and device issues within defined scope
Support customer teams in distinguishing clinical workflow or user issues from technical product issues and applying the appropriate troubleshooting and escalation path
Develop and deliver training, train the trainer sessions, job aids, workflow guidance, and other practical resources that enable sustainable customer support after the ProAssure engagement
Review available solution reports and customer feedback with stakeholders to identify opportunities to improve performance, adoption, workflow integration, and customer value
Collaborate with Technical Support, R&D, Customer Success, and other Stryker organizations when issues require advanced technical troubleshooting or product changes; maintain clear documentation of findings, actions, and outcomes
What you need:
Required:
Bachelor’s Degree in Nursing, Nursing Informatics, Business Administration, Healthcare or in lieu of Bachelors 6+ years of additional relevant experience
Minimum 4 years clinical or healthcare IT experience
Demonstrated success supporting clinical end users through rounding, training, workflow assessment, and customer service
Advanced experience with clinical workflow analysis, design, and implementation
Experience working directly with physicians, nurses, clinical educators, super users, and healthcare leadership
Demonstrated ability to identify user and workflow issues, perform basic troubleshooting, and determine appropriate technical escalation
Experience developing training materials, workflow guidance, job aids, or other resources that support sustainable customer self service
Ability to travel up to 25% within the US, including frequent local travel between customer sites within a reasonable geographic area.
Preferred:
Experience supporting clinical applications or database driven systems is a plus
Highly proficient with MS Office, especially Excel, and experience using case management or service management systems
Experience with connected medical devices, healthcare communication solutions, or clinical technology is a plus
United States of America Pay Ranges:
Puerto Rico: $69,500 - $110,900 USD Annual
USN: $89,300 - $148,800 USD Annual
US5: $93,800 - $156,200 USD Annual
US10: $98,200 - $163,700 USD Annual
US15: $102,700 - $171,100 USD Annual
US20: $107,200 - $178,600 USD Annual
US30: $116,100 - $193,400 USD Annual
View the U.S. work location and transparency guide to find the pay range for your location.
Travel Percentage: 30%
Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.
Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.