Job Description

Reporting to the Manager, Notal Vision Monitoring Center and under the supervision of the Medical Director, the Clinical Specialist will be responsible for helping to ensure that company’s devices are being used appropriately by patients at home and monitor patient testing data on an ongoing basis.

Working closely with the Medical Director, the Clinical Specialist will be responsible for analyzing patient testing data and corresponding with prescribing physicians and patients relative to their test results. The Clinical Specialist will lead the way in providing an exceptional experience for Notal patients and will represent Notal in the best possible manner. This includes compliance with all company policies and procedures, performance standards and defined operational measures.

The Clinical Specialist will direct our customer service efforts to help increase customer satisfaction, patient activation, increase our efficiency in customer interactions, increase compliance and retention to help meet business goals.

Job Description

• Ability to toggle between servicing of multiple products, Analyze and review patient testing data
• Communicate with prescribers and patients changes relative to testing results
• Manage care of patient from onboarding to activation process
• Accurately document customer interactions by entering data into company CRM.
• Work closely with the Medical Director relative to patient testing, activation, compliance, and results.
• Responsible for ensuring patients and practices are contacted in an efficient manner and properly following up according to protocols and SOPs.
• Promote a high quality of care delivery through protocols, evidenced based guidelines and programs designed to address patient needs.
• Help ensure the quality and safety of health care services through active process improvement and review of data
• Assist in the review of workflows to aid in process improvement and efficient patient care delivery.
• Support, promote and assist patient satisfaction initiatives throughout the organization.
• Ensure smooth office operations which support teamwork and generate a positive attitude.
• Provide clinical support to customers.
• Must have the ability to troubleshoot multifaceted issues in a systematic manner.
• Ensures that all activities comply with company standards and government regulations (i.e. HIPAA, etc.).
• Responsible for knowledge and skills to answer customers’ inquiries, requests for support or problems quickly and effectively.
• Performs other duties as assigned.

• Required Experience:
• Minimum of 2 years of directly related experience working in a healthcare office/field.
• Proven track record of introducing (or utilizing/performing/educating patients on) new procedures and/or techniques in the clinical practice.
• Demonstrated ability to develop relationships with customers
• Strong ophthalmic clinical background with the ability to interact with a broad range of personality types and build relationships quickly.
• Excellent communicator with the ability to provide sound direction, exercise good judgment and work well in multi-functional teams in a clinical practice setting.
• Must be a team player with a proven track record of achieving individual goals within a defined area.
• Must have strong analytical and problem-solving skills.
• Exercises discretion in order to protect sensitive customer information.
• Hands-on interaction with physicians (and technicians) in the treatment of (ophthalmic) medical conditions and in the use of (ophthalmic) devices.
• Expertise in patient education.
• Well informed about or proficient in the use of modern technology, especially computers.
• Strong knowledge of proper medical chart documentation and coding.
• Strong knowledge of diagnostic ophthalmic/optometric equipment.
• Knowledge of medical billing – advantage
• Prior experience using an electronic medical record is required.
• Must have a strong dedication to providing outstanding customer care and service.
• Must possess HIPAA knowledge.
• Ability to adapt to changing situations promptly and professionally in order to handle issues and concerns escalated.

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