Job Title:  Clinical Perioperative Liaison

Position Summary

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare, life science products, and service solutions around the globe. 

The primary responsibility of the Perioperative Support Liaison is to provide integrated clinical and technical on-site Customer support, consultation, and management of medical devices (surgical instruments/devices, video equipment, and other STERIS capital equipment). This position serves as the onsite point of Customer contact for STERIS Healthcare products, projects, and serves as the “Face of STERIS.” primarily in the SPD area or OR area based on business needs.  The PRL will be a clinical and technical advocate for STERIS healthcare within their accounts, and partner across the global service, including GI, IPT, surgical and sales teams, to drive Customer satisfaction and use of STERIS products and services. This is accomplished through effective Customer data analysis, problem-solving techniques, Customer education and delivery of value-added activities.

The Perioperative Support Liaison will perform a defined set of tasks ranging from first responder, daily operator, maintenance, device PMIs, SPD support and/or OR case support dependent on Customer needs and incumbent qualification.  This resource will also be responsible for assisting in projects, process improvement initiatives, and KPI management in compliance with contractual obligations. Additionally, this position will manage contracted service portfolio assets and provide robust Customer reporting regarding their contracted scope of work. 

Finally, the PRL will promote customer service and satisfaction through training, education, and communication with staff and physicians. High performers in this role will provide direct support to GI, OR and Sterile Processing areas in resolving or diagnosing and escalating for resolution.  

Duties

The specific duties will depend on the needs of the specific Customer(s) contractual requirements.  This will include a focus on OR or Sterile Processing support and acting as a liaison for identification and escalation of issues in other areas as assigned.  High performers in this role will provide direct support to both OR and Sterile Processing areas.  

•     Provide post-installation, on-site clinical and technical support of operating room product lines. Assist hospital operating room staff in operator-level maintenance and ongoing use of hospital-owned STERIS OR equipment.  Assists the operating room staff in preparing rooms for surgery by verifying STERIS capital equipment is working.  Supports contracted device, instrument repair and maintenance service portfolio.
•     Provides post-installation/go-live, on-site technical support of SPD & GI product lines.  Assist hospital SPD staff in operator-level maintenance and ongoing use of hospital owned STERIS IPT and GI equipment.   
•     Perform preventative maintenance on Customer devices and accessories per their repair contract.  Coordinate all off-site and instrument repairs with appropriate IMS/STERIS service teams. 
•     Completes documentation as required for inventory and equipment requests, instrument sets, and Connect Care support.  Completes count sheets and tray tracking reports.  Provides service history and operator manuals.  Performs KPI data analysis to identify trends and operational issues within the operating rooms and SPD. Engages in reviewing key performance indicators with the hospital to understand trends and identify specific and measurable LEAN process improvement opportunities around STERIS products and device care and handling.  Participates with the Nurse Educator and OR staff on non-credentialed in-servicing and education opportunities.   Actively participates in OR and SPD staff meetings and shift huddles to provide up to date equipment status.   
•     Provide solutions to customers to enhance sales growth in the field through effective positioning of STERIS healthcare products and services.  Identifies opportunities and passes leads to appropriate management and sales teams.  This includes capital, accessories, consumables, chemistries, consulting, and services.  Communicates regularly with the STERIS/IMS Account Manager and support teams to ensure customer needs are met daily, and any issues are resolved promptly.
•     Active daily/operator maintenance and upkeep of all STERIS Healthcare products to maximize Customer up-time. Monitor surgical video chain, surgical instruments, accessories, and OR/SPD/GI consumables to identify need for replacement or repairs.   
•     Help coordinate and provide status updates on all STERIS healthcare installations, projects, and service device repairs. Act as the one go-to source for any service and sales inquiries from the Customer.

Duties Cont'd

•     Develops relationships with Customers on all levels including but not limited to the OR, biomed, SPD, GI, Infection Prevention, Risk Management, and clinical nursing staff and surgeons.  Leads and participates in non-credentialed in-services and educational offerings provided by STERIS/IMS in the facility.   
•     Performs special projects within the OR and SPD per any contract deliverables.
•     Possesses a working knowledge of STERIS healthcare products and services.  These include software, processes, and clinical application services.  Demonstrates basic knowledge of STERIS equipment functions, features, benefits, and how to properly position them as viable Customer solutions.  Completes documentation required by STERIS related to standard operating procedures or facility policies.
•     Provides daily, weekly, and monthly reporting to internal and external audiences that demonstrate the value of the work being performed as well as additional opportunities to improve performance of covered STERIS assets.
•     Establishes and maintains ongoing relationships and communication with local healthcare sales, clinical education specialists, service, and instrument processing repair teams.
•     Maintains compliance with established policies and procedures of the Department of Health, JCAHO, OSHA, CDC, AAMI, and AORN standards.  Additionally, maintains policies and compliance of STERIS equipment to original equipment manufacturer (OEM) standards, and is fluent in equipment Instructions for Use (IFUs). 
•     Complies with STERIS policies and procedures while also adhering to policies and procedures of facility.
•     Provide equipment coordination and logistics through monitoring and tracking of STERIS/IMS assets within both the operating room and sterile processing departments.
•     Other duties as assigned.

Required Experience

•     High School diploma/GED required, and six years relevant work experience including 3 years minimum experience in a hospital/clinical setting (OR/hospital operating/SPD or Medical Device) Other relevant experience may include account management, Reporting/Analyses, Sales, Training, or Customer facing support and problem-solving experience.
•     Degree or certification program completion (CCSVP/CRCST, Scrub Tech, Biomed, Equipment Repair) or comparable military medical experience may be considered toward the relevant experience requirement.
•     Clinical, IT or technical experience in a hospital setting required. 
•     Aptitude and interest to achieve product qualification and may and perform basic preventative maintenance and repairs. 
•     Preferred but not required to be certified in related field or ability to obtain certification within 12 months.  CCSVP/CRCST.
•     Clinical knowledge of operating room and sterile processing workflow, procedures, medical terminology, medical instrumentation, and devices. 
•     Technical knowledge of infection control and appropriate health and safety policies and procedures. Technical knowledge of, and compliance with, hospital, TJC, AORN, AAMI and other appropriate policies and procedures.
•     Demonstrated customer centric behavior.  Assists in providing timely resolution to issues or concerns. 
•     Demonstrated ability to identify, plan, and resolve issues in complex situations. 
•     Demonstrated ability to make decisions in a high paced and high-pressure environment.
•     Ability to multi-task projects including the ability to plan and organize. 

Education Degree

Preferred Experience

•     Associates degree or 2-year technical training equivalent strongly preferred.
•     Vocational/Technical certification strongly preferred.
•     Working knowledge of Tableau preferred.
•     Surgical Scrub Tech, Biomed or IT Support positions preferred.
•     Continuous Improvement/Lean Six Sigma background a plus.