ProAssure Clinical Services Specialist (Hybrid)

About the job

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.