Clinical Relationship Manager, Onsite – GTA Region
Philips is seeking a Clinical Relationship Manager based in the Greater Toronto area to assess and plan comprehensive clinical education delivery for both Philips and multivendor equipment at Mackenzie Health. This position is onsite at Mackenzie Health, Richmond Hill and Vaughan locations.
In this role, the Clinical Relationship Manager will serve as a member of several Committees and User Groups structuring a customized education plan to build proficiencies and assist in monitoring staff progress over time. Through development of a Philips Clinical Education and Services Program, they will support the future success of the Hospital by offering employees continuous learning and development to improve performance
You are responsible for (but not limited to):
Support the unique needs throughout the lifecycle of the equipment, the Client Relationship Manager will work with Hospital staff to understand their unique objectives, challenges and priorities, assist with staff proficiency assessment, structure a customized plan to build competencies over time, and monitor progress towards educational goals.
Work with Hospital staff to understand their unique objectives, challenges and priorities to enhance Patient care
Assist with staff proficiency assessment, structure a customized plan to build competencies over time, and monitor progress towards educational goals
Apply LEAN and best practice methodologies to drive operational and clinical transformation
Align the Annual Training Plan to Hospital program
Provide consulting services in the order acquisition phase to help clarify customer requirements and workflow, and to determine educational training needs for both Philips and multivendor products.
Support the customer in preparation for equipment handover
Ensure that Clinical Education commitments and mutual responsibilities are fully understood.
Ensure that appropriate education resources are deployed with the goal of maximizing the customer’s clinical competence and confidence in their equipment.
Partner to meet ongoing educational requirements throughout the product lifecycle. Follow-up on customer concerns and issues. Lead Clinical Education response to escalated issues. Perform root cause analysis.
Lead the development of new processes and delivery modes (offsite, onsite and online) and improvements using LEAN methodology. Facilitate Philips Online Learning Center (OLC) registration and documentation. Coordinate training with customer Learning Management System (LMS)
Planning & Customer Focus
Develop and execute detailed customer education plans based on customer needs for multi-modality, multi-system, and multivendor customer
Ensure issues are appropriately escalated and addressed, throughout the training cycle within the specific vendor processes.
Develop and provide non-system training programs to assist customer in meeting Continuing Education requirements for staff.
Document and report on training delivered to staff. Champion and present training recommendations.
Collaborate to develop and execute novel training plans & programs.
Ensure that Clinical commitments and mutual responsibilities are fully understood and executed.
Consult with all channels during the order acquisition phase to position the appropriate clinical education products for inclusion in the applicable customer commercial order given the customer’s clinical and business needs, and the needs of Philips.
Assist with Long-Term Strategic Partnership agreement projects as needed.
Present Clinical Education strategy & implementation plans in various venues.
Share knowledge internally on specific education products & programs.
Lead presentations and discussions with customers regarding their education needs
Lead Clinical Education throughout pre-installation/installation/post installation process.
Represent Clinical Education in the “4 meetings process” to internal stakeholders.
Support the Clinical Education Manager and Director MES with escalations & customer satisfaction opportunities.
Provide performance input on clinical staff.
Support Clinical Specialists when needed.
To succeed in this role, you will have the following skills and experience:
Bachelor degree in Nursing, Diploma of Radiation Technologist / Sonography or equivalent in a health care related field required. Certification and registration in good standing with credentialing body in Canada.
5+ years’ experience in a field related to Clinical Education. Experience with adult education process and sales support experience is preferred.
Leadership or management experience is preferred
Experience in managing complex projects is required. Ability to manage multiple simultaneous tasks in a demanding environment and consistently meet deadlines required.
Strong organizational and delegation skills are required to orchestrate training plan in a multi-vendor, multimodality environment. Must be able to prioritize work and manage competing priorities.
Strong interpersonal & presentation skills required
Effectively interface with customer and Philips team on clinical, technical, and customer satisfaction issues in a variety of contexts. Add value and instill confidence in these relationships.
Ability to manage customer and other stakeholder expectations is required. Must have the ability to deal with ambiguity and problem solve effectively.
Requires some travel, up to 30%, commuting to customer site, to meetings, site visits and to internal training as required. Some overnight and weekend travel within Canada and USA may be required.
Excellent computer skills including equipment system operation and Microsoft Office products to complete administrative requirements
In return, we offer you
A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities. The Clinical Specialist role will give you the opportunity to take your career to the next level in a world leading organization that is backed by a stable 120-year legacy of innovation. Here, you’ll go as far and as wide as you aspire. We make sure of it through support of a formal development planning process, as well as countless opportunities to expand your knowledge and skill set through resources such as the Learning@Philips program, tuition reimbursement and/or mentor relationships
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .
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