Biomedical Operational Account Manager - Public Sector
Field Based
Full Time – Monday to Friday – 37.5 Hours
Have you got extensive knowledge of medical devices along with an understanding of how and why the devices can support healthcare delivery?
Have you got a recognised professional qualification within Engineering or Clinical Services (Degree level)?
If so, our client, a leading provider of Managed Equipment Services (MES) to the NHS and private healthcare sector in the UK, is looking for a dedicated professional to join their team as a field-based Biomedical Account Manager.
If you have a minimum of 3 years relevant UK based work experience, we’d love to hear from you!
Purpose of the Role
Responsible for the technical and operational management of medical equipment within the public sector, including the day-to-day management of customer relationships, contract retention, and growth. The candidate will also be expected to assess, identify, and address risks associated with existing equipment portfolios and service strategy.
The Biomedical Account Manager will be field-based and work with a high degree of autonomy providing the critical link between new business, commercial departments, and the customer.
The role requires the candidate to have extensive experience in managing complex, multi-level, multistakeholder medical equipment maintenance solutions, utilising a thorough understanding of medical equipment function and maintenance, most likely gained in a clinical user or medical engineering capacity. The candidate should demonstrate excellent interpersonal and communication skills, strong and influential commercial awareness, and demonstrate the ability to manage and motivate staff.
Responsible for the review and updating of existing procedures and developing a more robust system working alongside operations, new business, and commercial teams.
Supervise and take responsibility for the investigation of incidents involving Medical Devices within Biomedical Services, especially where complex causes require in-depth technical understanding or where there are implications for process and policy development.
Key Accountabilities
1. Customer Relationship Management
2. Retention of existing customer contracts
3. Maintaining and developing relationships with existing clients through regular contact both on-site and remotely
4. Working closely with Customer Experience Managers to provide the customer a key, first point of contact for all escalation and/or opportunity management episodes
5. Maintenance of all CRM records including customer contacts
6. Ensure data integrity within management systems
7. Maintenance of all customer service data and records within CMMS
8. Following up with customer clarifications and requests
9. Continuous development of the level of customer understanding
10. Build an extensive knowledge of the customer service requirements
11. Reporting performance against contracted SLA
12. Working closely with Customer Experience Managers to monitor Customer satisfaction and manage improvement initiatives
13. Liaise with 3rd party suppliers for spare parts and contract quotations as needed
14. Assist in setting up new contracts/customers
15. Accurate meeting records and follow-up actions
16. In conjunction with the private sector team and CCC, ensure issue resolution in areas including but not limited to: Contracts, Technical, Financial, Commercial, MHRA Safety Notices and Incidents, Marketing and New Business, Support New Business and the Commercial Team to ensure profitable growth of existing contracts.
Capability Profile
Technical
1. Extensive technical knowledge of medical devices as well as an understanding of how and why the devices can support healthcare delivery.
2. Extensive knowledge of medical device standards safety regulations pertaining to their management and use.
3. Ability to carry out equipment audits including service history review and assess equipment status.
4. Broad knowledge of current advances in technology and medicine and their likely impact on health care.
5. Extensive knowledge of problem-solving of medical device issues.
6. Extensive experience in the investigation of adverse incidents related to medical equipment.
Clinical
1. Specialist level of understanding of patient and staff risks arising from the use of medical devices.
2. Specialist level of knowledge of the reasons how and why a wide range of medical devices are used in health care delivery.
3. Good knowledge of the organisation of health care.
Managerial
1. Able to prioritise and manage multiple tasks.
2. Able to encourage/mentor, manage staff.
3. Thoroughness and attention to detail.
4. Able to manage time effectively: meeting deadlines as an individual and as part of a team without compromising quality of work.
5. Able to plan a range of work activities and alter priorities to cope with unforeseen circumstances.
6. Able to exercise own initiative when dealing with issues within own specialist area of expertise.
7. Able to deliver against performance indicators within a quality management system.
8. Able to record accurate meeting notes and timely distribution.
Essential Qualifications
1. Recognised professional qualification within Engineering or Clinical Services (Degree level)
2. Current registration with appropriate professional body - Desirable
Skills and Experience
1. Computer literate (Windows) to include Microsoft Office
2. Advanced Excel skills - Desirable
3. Detailed up-to-date knowledge of managing a wide range of medical equipment, including technical understanding
4. Familiarity with appropriate national and local regulatory standards
5. Excellent Influencing and negotiation skills
6. Strong interpersonal & communication skills
7. Worked with and influenced senior NHS clinical staff - Desirable
8. Extensive knowledge of MHRA Managing Medical Devices and associated legislation/regulations
9. Exceptional levels of personal responsibility
10. People management skills: persuasion, negotiation and appropriate authoritative influence
11. Strong aptitude for dealing with ambiguity
12. Maturity, resilience and the ability to stay calm under pressure
Essential Experience
1. At least 6 years working with/for healthcare providers/suppliers
2. Minimum 3 years managerial experience
3. Previous experience in managing large teams
4. Previous experience in managing P&L’s & budgets
5. Account management to the NHS sector - Desirable
6. Previous field-based positions - Desirable
Mobility requirements
1. Role location Field based - Nationwide
2. UK travel Yes
3. International travel If required for training
Benefits
1. Private Healthcare
2. Employee Assistance Programme
3. Salary Sacrifice Pension
4. Electric Car Scheme
5. Cycle to work scheme
A DBS Enhanced Disclosure is required for all applicants.
If you have all the skills above and feel this is the role for you, please do not hesitate to contact us at One to One Personnel on 01702 464444 or forward your CV to louise.sand@121personnel.co.uk.
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