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Clinical Support Center Consultant

Date:  Sep 16, 2022


Abiomed is a pioneer and global leader in healthcare technology and innovation, with a mission of Recovering Hearts & Saving Lives. With corporate headquarters in Danvers, Massachusetts, and offices in Baltimore, MD, Woburn, MA, Aachen & Berlin, Germany and Tokyo, Japan, Abiomed’s 2,000 employees form one of the fastest growing medical device companies in the world. We attract and retain exceptional talent with our collaborative culture, passion for our work, and a strong commitment to employee professional development.


Patients First | Innovation | Winning Culture | Heart Recovery

The On Call Clinical Consultant provides our customers and field team with clinical and technical support for all Abiomed's products on a 24 hours a day 7 day a week basis. The On Call Clinical Consultant acts as a mentor and conducts advanced clinical training and issue resolution via the Clinical Support Center.  The On Call Clinical Consultant works together with the AIT’s, developmental departments, and the field staff to assist with training, marketing, and administrative duties. 


Principle Duties and Responsibilities:

  • Act as a patient management consultant to customers and field staff
  • Proactively follow up with customers and peers on all issues identified during shift activities until resolution is achieved
  • Maintain a high level of expertise in all approved clinical and technical techniques
  • Uphold a patient first customer service focus
  • Document all completed activities in Salesforce
  • Identify and record internal and external training needs in Salesforce
  • Provide clinical resources to the customer and field team
  • Maintain and carry out the Plan of Care
  • Oversee all active patients on support to ensure a proper check-in and daily updates are complete
  • Monitor and analyze all Salesforce case entries for accuracy and clinical description
  • Communicate with appropriate resources to ensure each patient and customer receive optimal support
  • Ensure quality tracking by identifying and completing Complaint Intake reports


CSC Secondary Responsibilities

  • Assist AIT’s with training for our customers
  • Assist with quality, product development and educational projects as needed
  • Participation in Abiomed trainings and certification programs for the field


Shift Structure is Sunday through Monday (Eastern Time)

  • Shift hours and structure can vary due to the ever-changing nature of our patients, volumes, staffing needs and peers.  Everyone will be scheduled 40 hours per week. 
  • Each team member will rotate through CSC and PCC shifts


Sick/vacation coverage

  • Shifts to cover sick leave are voluntary.  If there is lack of coverage; the shifts will be assigned equally in a rotating fashion



Weekend and Holiday Shifts

  • Saturday, Sunday and Holiday’s are divided into two 12 hour shifts.  PCC shifts should be completed within a 4 hour timeframe.
    • 7am - 7pm & 7pm - 7am EST for CSC         
    • 8am-12am for PCC
  • These shifts are covered by a minimum of 5 individuals
    • CSC 1 and CSC 2
    • PCC 1, PCC 2, PCC3
  • Weekend shift coverage is mandatory. 
  • Holiday shifts follow the same guidelines as weekend coverage

Shifts worked above scheduled weekly hours (work done in the field)

  • Must not interfere with your call schedule
  • May not be done while on call
  • Requires pre-approval by your manager first and then by the manager within the requesting territory


Job Qualifications

  • A minimum of a registry degree required
  • Current ongoing certification in all Abiomed products
  • A minimum of 3 years in a clinical role working with Abiomed products  
  • A strong clinical background including patient management is strongly preferred


Abiomed is an Equal Opportunity Employer committed to a diverse workforce. Abiomed will not discriminate against any worker or job applicant on the basis of race, color, religion, gender, gender identity, national origin, ancestry, age, sexual orientation, gender identity, marital or civil partnership status, pregnancy, gender reassignment, non-job related mental or physical disability, genetic information, veteran status, military service, application for military service, or membership in any other category protected under law. Abiomed maintains a drug-free workplace.