Home Operations Specialist

Position Overview:

As the Home Operations Specialist, you will work in a highly autonomous and independent role designed to optimize and revamp the Home Business order management process.  This role will be responsible for managing, optimizing, and developing a roadmap to automate the Home Program supply ordering process for both customers and patients.  This role enables a personalized and seamless end-to-end customer experience while working in a disruptive healthcare market that will add value for customers, care teams, patients, and Outset Medical. This role will serve as an advisor, consulting the broader organization on optimizing the order management process for the Home business.  By developing and integrating a scalable operational model that empower customers and patients alike, you will drive the supply ordering process for new and existing home customers and their home patients. You will serve as the primary corporate advocate for customers, partnering closely with Patient Experience, Customer Service, Home Operations, Sales Operations, and Logistics teams.

Essential Job Functions and Responsibilities:

• Responsible for executing customer procurement and purchasing relations for the home program during the customer lifecycle
• Be customer facing and lead the implementation of the supply ordering process to drive and streamline purchasing needs
• Serve as a consultant to the sales organization for commercial transformation and home program optimization as it relates to the supply ordering process and a seamless patient experience
• Work in collaboration with key account representative(s) to nurture and manage account relationships that drive customer success outcomes
• Coaching customers specific to best practices and order/supply management
• Cross-functionally lead and drive partnerships and projects to optimize and impact the customer and patient experience specific to order/supply management
• Perform solution-focused support by identifying process improvement, business development opportunities, and implement best practices solutions to drive a better overall customer experience
• Communicate effectively with both internal and external project teams and management to understand customer needs, identify risks and solutions that drive customer adoption
• Set expectations for successful order management principles by educating, negotiating, and coaching clients on best practices for purchase orders and procurement processes
• Provide best-in-class service recovery initiatives related to customer and patients escalated order/supply management  issues
• Collaborate with Operational leadership to develop and administer CRM best practices for field sales including all tactical and operational aspects of CRM system on procurement best practices
• Ensure Outset is meeting or exceeding quality, service, lead times related to supply ordering experience
• Partner in measuring and reporting key customer performance metrics
• Must be results-driven and self-motivated, operationally effective and innovative
• Have a deep understanding of the dialysis industry and specifically dialysis home therapy and modalities
• Utilize successful change management practices and creative solutions to support customer and patient journey to drive adoption and retention

Requirements/Qualifications:

• BA/BS Degree
• Travel requirements 10-15%

Preferred Qualifications: 

• 2-3+ years’ work experience Medical Device or healthcare background strongly preferred.
• Experience in purchasing, procurement, continuous improvement, operational excellence, a proven record in retaining and growing client accounts and relationships is a plus
• Preferred knowledge of agency purchasing methods and procedures
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict, foster honest dialogue and drive decision making in alignment with the healthcare industry
• Experience in Client/patient relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
• Understanding of procedural best practices in supply chain management
• A passion for operational excellence and process improvement
• Strong commitment to customer service and the patient experience
• Strong problem analysis and judgement
• History of strong negation skills and dealing efficiently with a sense of urgency
• Ability to lead, train and mentor employees individually and as a team
• Ability to professionally and effectively present information
• Ability to respond effectively to sensitive issues
• Proven project management skills in developing and implementing change management
• Self-driven, results-oriented work ethic with strong optimistic character
• Strong technical/analytical and computer Skills with deep understanding of Microsoft suite of Office applications
• Solid understanding of Customer Relationship Management (CRM) and Project management software e.g., Salesforce.com, QAD, GHX/GFAX, EDI experience a plus.
• Seeking a team player with the ability to remain flexible in approach and operate within a fast paced, ambiguous, and ever-changing environment