General Description:     

At TearLab, the Account Specialist will support customers with an emphasis on total pull through in the office; from implementation, billing/reimbursement, workflow, clinician and staff training, EMR documentation, and financial reviews.   Supporting exceptional patient outcomes for our customers is a priority, and the Account Specialist will ensure that each stakeholder within the practice is kept up to date on the latest product and industry information that will help them continue to meet their practice and patient goals.

 

The Account Specialist will work with a predefined group of accounts on a proactive basis, handle all new customer implementations, and work with accounts identified by the Customer Success Manager who either have an opportunity for growth through increased utilization, or is at risk of churn due to process failure within the practice.

 

Roles and Responsibilities:

·         Implementation of new customers & users at existing customer sites.  Primary method will be virtual; however, there may be the need to travel for escalated need.

·         Quarterly (based on the practice need) staff training to continue to elevate process and technique with staff.

·         .Quarterly (based on practice need) business reviews with Practice Administrator & Owner Doctor to ensure objectives are being met. (Includes R/A analysis, utilization reports, any other measurements the practice uses to identify success and value.

·         Constant communication that provide value based information the keeps them informed and engaged in osmolarity testing. 

·         Identifying key decision makers and key point of contacts within the office (front office supervisor, Biller, TL champion, etc.)

·         Grow utilization through account management

·         Identify and address any account barriers

·         Be the liaisons to facilitate communications between various work streams at TL (Tech support, reimbursement, etc.)

 

 

Requirements:  

Education:          Associates, bachelor’s degree or equivalent work experience

Experience:        Sales and/or Account Management Experience, and strong learning agility

Other Skills:


o 

o   Professional written and verbal communication and interpersonal skills, both in person and over the phone.

o   Professional appearance that supports the positive company image when supporting customer-facing events.

o   Excellent organizational skills and attention to detail

o   Ability to multi-task and work under pressure

o   High level of proficiency in the use of Microsoft Office programs (MS Outlook, MS Word, MS Excel, and MS PowerPoint), as well as other web tools utilized in communicating with customers.

o   Proficient with CRM solutions and sales enablement tools preferred.

o   Experience within medical device field preferred

o   EMR knowledge

o   Extensive Industry knowledge

o   Clinical knowledge of practice work flow

o   Knowledge of reimbursement landscape

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