OrganOx is looking for a Remote Clinical Specialist to deliver high-quality remote support to transplant centers, OPOs, and internal teams. In this role, you'll provide real-time guidance, case monitoring, customer assistance, and documentation to ensure safe and effective use of the OrganOx metra®. This position is fully remote, with round-the-clock hours and coverage shifts.
What You'll Do
- Serve as the initial point of contact for sites needing assistance with the OrganOx metra®, responding via call center platform, phone, or virtual channels.
- Provide real-time remote troubleshooting guidance for device setup, perfusion workflow, and interpretation of system alerts.
- Deliver professional, customer-focused communication using clinical judgment and established protocols.
- Support case monitoring by reviewing device parameters, escalating issues as appropriate, and ensuring proactive interventions.
- Accurately document all customer interactions, case notes, and recommendations per Good Documentation Practices (GDP).
- Follow escalation pathways and record all actions in compliance with Quality and regulatory requirements.
- Identify trends or recurring issues and communicate them to leadership for quality improvement.
- Collaborate with Clinical Specialists, Engineering, Quality, and Customer Operations to ensure seamless support.
- Assist in scheduling, triaging incoming requests, and providing efficient handoff when onsite assistance is required.
- Participate in team huddles, call reviews, and calibration sessions to maintain consistency across the support model.
- Complete onboarding modules and competency assessments for remote support of the metra® system.
- Engage in ongoing education to maintain product knowledge and improve remote support capability.
- Participate in training projects, resource creation, and customer readiness initiatives.
What We're Looking For
- Associates degree or higher in a health or business-related field with equivalent clinical experience.
- Minimum of 2 years in ICU, ECMO, transplant, perfusion, organ procurement, or research.
- Demonstrated ability to support customers remotely across multiple time zones.
- Strong attention to detail with excellent organizational skills.
- Critical thinking and strong problem-solving skills.
- Ability to communicate clearly and professionally while building strong internal and external relationships.
- Ability to perform in a fast-paced environment and manage competing priorities.
- Ability to remain composed under pressure while providing high-quality service.
- Ability to work effectively in cross-functional teams.
- Proficiency in Microsoft Word, Excel, and PowerPoint.
Nice to Have
- Licensure as RN, Respiratory Therapist, Perfusion Assistant, Anesthesia Assistant, or a degree in a health science–related field.
- Certification in a health-related field.
- Experience in the medical device industry.
- Liver transplant or organ procurement experience.
Technical Stack
- Microsoft Word, Excel, and PowerPoint
Team & Environment
Functions as part of the Clinical Support team.
Benefits & Compensation
- Competitive compensation and comprehensive benefits available from day one, including health, dental, vision, disability coverage, and flexible spending accounts.
- 401(k)-retirement plan with company matching after 90 days.
- Paid time off, holidays, and additional leave benefits.
- Employee discounts and access to onsite wellness facility.
- Support for work-life balance and opportunities for ongoing professional development.
Work Mode
This is a fully remote position with round-the-clock hours and coverage shifts. The role supports teams and customers across North America.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by law.
