Senior Clinical Consultant

Job Description

CooperVision, a division of CooperCompanies (NYSE:COO), is one of the world’s leading manufacturers of soft contact lenses. The Company produces a full array of daily disposable, two-week and monthly contact lenses, all featuring advanced materials and optics. CooperVision has a strong heritage of solving the toughest vision challenges such as astigmatism, presbyopia and childhood myopia; and offers the most complete collection of spherical, toric and multifocal products available. Through a combination of innovative products and focused practitioner support, the company brings a refreshing perspective to the marketplace, creating real advantages for customers and wearers. For more information, visit www.coopervision.com **

Job Summary:**

Provide clinical support to ECPs via phone/email to assist in troubleshooting the most challenging patients across the entire Myopia Specialty America’s (MSA) portfolio. Senior Clinical Consultants are responsible for providing support and mentorship to Clinical Consultants. This role requires the ability to quickly learn new products when the portfolio expands. SCC interacts cross functionally with Customer Service, Sales, and Manufacturing to optimize lens designs to meet ECP needs. **

Essential Functions & Accountabilities:**

• Operates autonomously to respond directly to clinical and non-clinical consulting questions (via phone or email) from eye care practitioners, laboratories, and their related staff. Has mastery of the multiple products with the portfolio of Myopia Specialty Eye Care products and can solve difficult cases independently.
• Consults and advises on escalated troubleshooting cases with more challenging and difficult fit patients.
• Evaluate clinical photos, scans, and data to discuss with ECP on lens parameter changes for the optimal patient lens fit. Utilizes this information to recommend the best MSA product and design to meet the practitioner and patient needs.
• Handles complex ECP inquiries (via email or phone) to customize the contact lens to the patient’s needs and the ability to handle high volume of customer inquiries a day.
• Directs ECP and their related staff to clinical training materials such as photos, videos of contact lens fits, manuals, calculators, and forms.
• Provides training to ECP and staff on product calculators for lens calculation and parameter selection.
• Collaborates with cross-functional teams in Customer Service and Sales to meet the patient’s needs.
• Assists the Senior Educational Consultant with technical training support of new clinical consultation team members.
• Knowledgeable of RA/QA as it relates to customer complaints and potential inquiries. FDA knowledge of requirements for reporting incidents.
• Develops clinical training for internal training purposes and case presentations for team development.
• May assist junior staff on difficult cases and best practices.
• Attends lab seminars, conventions and other practitioner meetings as requested to exhibit and represent the company.
• May travel to support Sales or Professional Affairs with hands on training workshops.
• Maintains all appropriate documentation for lens design, initial orders, and records for the ECP lens parameter adjustments.

CooperVision’s management team is committed to the development of and implementation of the quality management system and maintaining its effectiveness by communicating to the organization the importance of meeting customer as well as statutory and regulatory requirements.

Travel: Maximum travel would be 10% (5 weeks per year) **

Qualifications**

Knowledge, Skills, and Abilities:

• Excellent knowledge of computer programs including Word, Excel, Outlook, PowerPoint, SharePoint, and TEAMS.
• Ability to learn Microsoft Dynamics or any future technology necessary to perform the job functions.
• Demonstrates the ability to multitask in a busy phone environment.
• Well organized and detail oriented
• Capable of handling multiple projects and patient cases at the same time and working under pressure.
• Good verbal/written communication with pleasant phone and personal demeanor.
• Experience supporting and mentoring junior colleagues preferred.

Work Environment:

• This job operates in a remote, work from home setting. This role requires the utilization of technology and routinely uses standard office equipment such as a computer, phones, and a printer.
• Functional internet and a quiet private room are required to discuss with practitioner on patient sensitive data.
• This is largely a sedentary role. The employee is frequently required to sit for long periods of time.

Experience:

• Minimum of 3 years required and/or 5 years preferred of experience in contact lens fitting, consulting, or design.

Education:

• Current licensed fitting optician and/or NCLE certified – Required.
• Holds Advanced NCLE certification – Preferred.

Affirmative Action/Equal Opportunity Employer. Minority/Female/Disability/Veteran