InfuSystem Holdings, Inc.
Onsite Biomedical Services Supervisor
InfuSystem Holdings, Inc., Rochester Hills, Michigan, United States
InfuSystem is a growing healthcare service provider, specializing in infusion pumps and related products and services for patients in hospitals, clinics, ambulatory surgery centers, and other major service centers. We provide direct payer rentals, pump and consumable sales, and biomedical services and repair, serving all 50 states and Canada. Headquartered in Rochester Hills, Michigan, we have Centers of Excellence in Kansas, California, Massachusetts, and Ontario, Canada.
As a leader in our field, our mission is to provide quality infusion services to patients and medical practices, including a 24‑hour clinical support hotline. Our team effort provides product management and clinical support to enhance the lives of our patients and the communities we serve. Service is always our highest priority; keeping the patients’ health & safety at the center of everything we do.
SUMMARY Responsible for servicing medical equipment and supervising the Onsite Technical Group to assure world class customer support, adequately trained, and maintaining our “Customer is 1st” culture by taking ownership, doing the right thing, and solving their problems. They will oversee onsite operations and work with the customer representative to understand facility policy, procedures, and expectations from the InfuSystem team while onsite. They will perform physical inventory, install tracking devices and beacons, test, evaluate, and perform preventative maintenance on medical equipment. They will perform constant improvement activities, assist in training, provide feedback to leadership, and display their expertise in this field. They will accurately document service actions in a digital work order, collect data and compile the data into graphs that drive the KPI’s. Effectively allocates resources to assure all goals and objectives are met on a daily basis.
IN THIS ROLE, THE IDEAL CANDIDATE WILL:
Oversee and supervise the daily servicing of medical equipment.
Plan daily activities while at the customer site to locate and test devices within agreed upon time frames.
Ensure all customer expectations are met and the customer is fully satisfied with the team’s operation.
Manage workflow to ensure the most efficient processing of medical devices.
Work with the customer representative to understand site policy and procedures and communicate these expectations to the InfuSystem team.
Track project completion statistics against contracted inventory to ensure project completes within the project schedule.
Ensure assigned team is following all customer protocols and policies while at the customer’s facility.
Plan out and install tracking beacons throughout customer facility to ensure full coverage.
Ensure onsite team is presentable and approach customer employees in a polite and respectful manner.
Work with customer employees to locate devices efficiently and quickly throughout their facility.
Be an articulate communicator – professional and accurate skills in all written correspondence and verbal communication. Accurate use of grammar, spelling, and sentence construction.
Have excellent planning, time management and organization techniques, including attention to detail.
Be a proactive thinker and planner – e.g., in terms of calendar commitments and coordinating differing schedules.
Seek out and advise on constant improvement activities that provide the most cost effective and timely servicing of medical devices to meet all customer needs.
Understand and train on the documentation efforts that provide for essential details of service actions and observations of pump conditions and operations. This crucial process will allow people to understand the history of a device and provide the customer with more beneficial information.
Train the technicians on activities that established process and procedures to diagnosis test and recertify devices. Update and maintain training records for the Technical Group.
Performs training and verifies training record creation/maintenance.
Assure the Technical Group is entering work orders with correct parts, labor, equipment info and performance results.
Work with Parts coordinator and Service Support Supervisor to assure adequate quantities of spare parts are available when needed.
Advise the Biomedical Onsite Sr. Director about the Technical Group in the areas of productivity and quality.
Assist the Biomedical Onsite Sr. Director in the need for adjusting the working hours of the Technical Group.
Communicate noticeable trends in customer operations of the devices to help the company assist the end users in effective operation with minimal downtime.
Ensure travel is arranged efficiently, cost effective, in a timely manner and within the travel policy. Professionally communicate with those who you are providing travel arrangements.
Keep Sr. Director informed of concerns or problems with credentialing processes.
Manage confidential information and matters of discretion and privacy in a professional manner and comply with all laws and requirements surrounding HIPAA.
Establish and maintain credentialling for the technical staff at assigned facilities.
Manage, facilitate, and monitor staff credentials.
Reconcile spend on travel and credentialling through timely expense report submissions within our travel application.
Remain flexible, open and eager to learn/teach fellow employees in order to always meet and exceed the customers’ expectations.
Perform customer issue resolutions to include phone calls, webinars or coordinating on site visits to understand, identify and resolve technical issues the customers may experience with the devices.
Have an awareness and understanding of our competitors and the marketplace. There are many variables that exist and play a factor into supply/demand of the medical devices.
Provide feedback to the Biomedical Onsite Sr. Director and sales on emerging issues with the devices and processes for continued improvement.
Continue to advance education in areas of leadership and development.
Assists the Biomedical Onsite Sr. Director with disciplinary action of subordinate employees.
Monitors and consults with the Biomedical Onsite Sr. Director on productivity and quality issues of subordinate employees.
Monitors and consults with the Biomedical Onsite Sr. Director on timecard issues and PTO authorization for subordinate employees.
Evaluates assigned personnel, creates and delivers annual performance appraisals for subordinate employees.
Participate and advise on new hire selection.
Performs other related duties as required including occasional travel to regional hubs.
SUPERVISORY RESPONSIBILITIES This position supervises the onsite technicians.
THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING QUALIFICATIONS:
More than 6 months of supervisory experience of teams greater than 10.
Exceptional verbal and communication skills as well as strong organizational skills.
Knowledge of good Manufacturing practices.
Knowledge of FDA, ISO, and Quality Systems.
Knowledge of Microsoft Office Suite to include word, excel and outlook.
Advanced skills using Microsoft Excel and compiling and interpreting quality data.
Associate degree (A.A.) or equivalent from two-year College or technical school and a minimum of two years related experience with medical devices.
Six Sigma Certification or equivalent combination of education and experience in quality.
Demonstrated ability to read and comprehend documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Demonstrated ability to write routine reports and correspondence.
Demonstrated ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
Demonstrated ability to add, subtract, and match numbers.
Demonstrated ability to deal with problems involving several concrete variables in standardized situations.
PERSONAL AND PROFESSIONAL ATTRIBUTES The ideal candidate must be a rigorous analytical thinker and problem solver with the following professional attributes:
Strong work ethic.
Sound judgment.
Proven written and verbal communication skills.
Natural curiosity to pursue issues and increase expertise.
Passionate about InfuSystem and serving customers and patients.
Strives to make an impact on improving our business processes and results.
Exemplary honesty and integrity.
Ability to collaborate effectively and work selflessly as part of a team.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to stand. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally exposed to extreme cold and extreme heat. The noise level in the work environment is usually moderate.
BENEFITS
Health plan options that include an employer contribution
Health Savings Account (HSA)
Healthcare and Dependent Care Flexible Spending Accounts (FSA)
Dental and Vision premiums covered by InfuSystem
Life Insurance, STD & LTD
Adoption and Fertility Assistance
401(k) with a specified Company Match
Employee Stock Purchase Program
Tuition Assistance
Generous Paid Time Off plan
Employee Assistance Program
Competitive Pay
Employee Referral Bonus
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr
As a leader in our field, our mission is to provide quality infusion services to patients and medical practices, including a 24‑hour clinical support hotline. Our team effort provides product management and clinical support to enhance the lives of our patients and the communities we serve. Service is always our highest priority; keeping the patients’ health & safety at the center of everything we do.
SUMMARY Responsible for servicing medical equipment and supervising the Onsite Technical Group to assure world class customer support, adequately trained, and maintaining our “Customer is 1st” culture by taking ownership, doing the right thing, and solving their problems. They will oversee onsite operations and work with the customer representative to understand facility policy, procedures, and expectations from the InfuSystem team while onsite. They will perform physical inventory, install tracking devices and beacons, test, evaluate, and perform preventative maintenance on medical equipment. They will perform constant improvement activities, assist in training, provide feedback to leadership, and display their expertise in this field. They will accurately document service actions in a digital work order, collect data and compile the data into graphs that drive the KPI’s. Effectively allocates resources to assure all goals and objectives are met on a daily basis.
IN THIS ROLE, THE IDEAL CANDIDATE WILL:
Oversee and supervise the daily servicing of medical equipment.
Plan daily activities while at the customer site to locate and test devices within agreed upon time frames.
Ensure all customer expectations are met and the customer is fully satisfied with the team’s operation.
Manage workflow to ensure the most efficient processing of medical devices.
Work with the customer representative to understand site policy and procedures and communicate these expectations to the InfuSystem team.
Track project completion statistics against contracted inventory to ensure project completes within the project schedule.
Ensure assigned team is following all customer protocols and policies while at the customer’s facility.
Plan out and install tracking beacons throughout customer facility to ensure full coverage.
Ensure onsite team is presentable and approach customer employees in a polite and respectful manner.
Work with customer employees to locate devices efficiently and quickly throughout their facility.
Be an articulate communicator – professional and accurate skills in all written correspondence and verbal communication. Accurate use of grammar, spelling, and sentence construction.
Have excellent planning, time management and organization techniques, including attention to detail.
Be a proactive thinker and planner – e.g., in terms of calendar commitments and coordinating differing schedules.
Seek out and advise on constant improvement activities that provide the most cost effective and timely servicing of medical devices to meet all customer needs.
Understand and train on the documentation efforts that provide for essential details of service actions and observations of pump conditions and operations. This crucial process will allow people to understand the history of a device and provide the customer with more beneficial information.
Train the technicians on activities that established process and procedures to diagnosis test and recertify devices. Update and maintain training records for the Technical Group.
Performs training and verifies training record creation/maintenance.
Assure the Technical Group is entering work orders with correct parts, labor, equipment info and performance results.
Work with Parts coordinator and Service Support Supervisor to assure adequate quantities of spare parts are available when needed.
Advise the Biomedical Onsite Sr. Director about the Technical Group in the areas of productivity and quality.
Assist the Biomedical Onsite Sr. Director in the need for adjusting the working hours of the Technical Group.
Communicate noticeable trends in customer operations of the devices to help the company assist the end users in effective operation with minimal downtime.
Ensure travel is arranged efficiently, cost effective, in a timely manner and within the travel policy. Professionally communicate with those who you are providing travel arrangements.
Keep Sr. Director informed of concerns or problems with credentialing processes.
Manage confidential information and matters of discretion and privacy in a professional manner and comply with all laws and requirements surrounding HIPAA.
Establish and maintain credentialling for the technical staff at assigned facilities.
Manage, facilitate, and monitor staff credentials.
Reconcile spend on travel and credentialling through timely expense report submissions within our travel application.
Remain flexible, open and eager to learn/teach fellow employees in order to always meet and exceed the customers’ expectations.
Perform customer issue resolutions to include phone calls, webinars or coordinating on site visits to understand, identify and resolve technical issues the customers may experience with the devices.
Have an awareness and understanding of our competitors and the marketplace. There are many variables that exist and play a factor into supply/demand of the medical devices.
Provide feedback to the Biomedical Onsite Sr. Director and sales on emerging issues with the devices and processes for continued improvement.
Continue to advance education in areas of leadership and development.
Assists the Biomedical Onsite Sr. Director with disciplinary action of subordinate employees.
Monitors and consults with the Biomedical Onsite Sr. Director on productivity and quality issues of subordinate employees.
Monitors and consults with the Biomedical Onsite Sr. Director on timecard issues and PTO authorization for subordinate employees.
Evaluates assigned personnel, creates and delivers annual performance appraisals for subordinate employees.
Participate and advise on new hire selection.
Performs other related duties as required including occasional travel to regional hubs.
SUPERVISORY RESPONSIBILITIES This position supervises the onsite technicians.
THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING QUALIFICATIONS:
More than 6 months of supervisory experience of teams greater than 10.
Exceptional verbal and communication skills as well as strong organizational skills.
Knowledge of good Manufacturing practices.
Knowledge of FDA, ISO, and Quality Systems.
Knowledge of Microsoft Office Suite to include word, excel and outlook.
Advanced skills using Microsoft Excel and compiling and interpreting quality data.
Associate degree (A.A.) or equivalent from two-year College or technical school and a minimum of two years related experience with medical devices.
Six Sigma Certification or equivalent combination of education and experience in quality.
Demonstrated ability to read and comprehend documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Demonstrated ability to write routine reports and correspondence.
Demonstrated ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
Demonstrated ability to add, subtract, and match numbers.
Demonstrated ability to deal with problems involving several concrete variables in standardized situations.
PERSONAL AND PROFESSIONAL ATTRIBUTES The ideal candidate must be a rigorous analytical thinker and problem solver with the following professional attributes:
Strong work ethic.
Sound judgment.
Proven written and verbal communication skills.
Natural curiosity to pursue issues and increase expertise.
Passionate about InfuSystem and serving customers and patients.
Strives to make an impact on improving our business processes and results.
Exemplary honesty and integrity.
Ability to collaborate effectively and work selflessly as part of a team.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to walk; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to stand. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally exposed to extreme cold and extreme heat. The noise level in the work environment is usually moderate.
BENEFITS
Health plan options that include an employer contribution
Health Savings Account (HSA)
Healthcare and Dependent Care Flexible Spending Accounts (FSA)
Dental and Vision premiums covered by InfuSystem
Life Insurance, STD & LTD
Adoption and Fertility Assistance
401(k) with a specified Company Match
Employee Stock Purchase Program
Tuition Assistance
Generous Paid Time Off plan
Employee Assistance Program
Competitive Pay
Employee Referral Bonus
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr