Clinical Support Specialist

Job Description

Job Description

About Us

Hyperfine, Inc. (Nasdaq: HYPR) is the groundbreaking health technology company that has redefined brain imaging with the  Swoop®  system—the first FDA-cleared, portable, ultra-low-field, magnetic resonance brain imaging system capable of providing imaging at multiple points of care in a healthcare facility. Our mission is to revolutionize patient care globally through transformational, accessible, clinically relevant diagnostic imaging. Learn More

About The Role

Job Title :  Clinical Support Specialist 

The Clinical Support Specialist is responsible for all aspects of the initial training and support for the customer team, including physicians, nurses, radiographers, MRI Technologists, and other relevant personnel in the use of Hyperfine's Swoop Portable MRI System. This role will assist in optimizing customer experience by acting as a true consultant with regards to integrating the Swoop System within a customer's workflow and procedures. The person in this role will partner effectively to relay customer feedback to internal Hyperfine teams and will function as the clinical specialist during the product sales cycle in close collaboration with the Sales, Marketing, Clinical Science, and R&D groups. They will also support clinical adoption, utilization, customer engagement, and related account activities for our customers.

RESPONSIBILITIES:  

• Train hospital staff on the safe and effective use and operation of Hyperfine products within the clinical areas including amending workflow and optimize product value and utilization
• Provide customized training and support for new operators of the Swoop System and maintain strategic relationships and support post-installation 
• Develop and maintain relationships in accounts with key personnel within the hospital and consult on best practices and use cases  
• Provide R&D with clinical input and feedback for new projects 
• Support the sales team by identifying customer needs and relaying potential opportunities within the existing installed base  
• Support new product evaluation and clinical studies
• Support the centers in optimizing their standard procedures and workflows
• Support adoption and utilization activities and escalate retention or expansion opportunities
• Collaborate with the sales team by providing technical support in various sales cycles to win new business, including accompanying site visits as needed for demonstrations 
• Work with the sales team to support Swoop utilization activities
• Support assigned opportunities to enhance client relationships and increase adoption within a facility or network.
• Partner with internal stakeholders (ex. sales, product, marketing, clinical sciences, clinical applications) to share feedback, identify trends, and make introductions that result in increased value for the customer and Hyperfine  
• Identify potential attrition risks and product gaps and escalate them with recommended follow-up actions.
• Work closely with teammates and/or RN counterparts to provide customer success to install base customers and future potential customers
• Represent Hyperfine and demonstrate products at trade shows and society meetings
• Support MRI peer champion and Key Opinion Leader (KOL) development activities.
• MRI safety and screening knowledge and analyzing contraindications regarding portable low field vs. high field MR
• MRI sequence and protocol understanding workflow optimization 
• Support scanner software and firmware upgrades for customers 
• Perform scanner implementations at customer sites
• Perform virtual and on site training of scanners to customers 
• Participate in image review with customer physicians and Hyperfine medical officers
• Backup / support for image demonstrations
• Case review with healthcare staff
• Trade show image support and case reviews 

KNOWLEDGE AND SKILL:  

• In-depth knowledge reading of the critical care setting to make consultative clinical recommendations to optimize procedures 
• Experience working with a variety of stakeholders including physicians, business administration, clinical, etc.
• Ability to build effective relationships with customer stakeholders and support adoption of clinical workflows
• Strong problem solver with sound judgment 
• Hands on, strong team player, and fully accountable for delivering agreed-upon tactical performance metrics
• Excellent written and verbal communication skills