Position Summary:
The Polysomnography Clinical Education Specialist serves as Cadwell’s clinical expert for the PSG product portfolio, leading customer education, training, and clinical configuration throughout implementation and beyond. This role designs and delivers high-quality learning experiences, supports product adoption, and provides consultative insight to customers and internal teams. Leveraging extensive PSG expertise, the Clinical Education Specialist ensures successful go-lives, fosters long-term customer relationships, and contributes clinical perspective to product development and process improvements. Customer Satisfaction scores, ‘Front-Line’ call volumes, and sustainable fiscal metrics are key success indicators in this role.
Key Job Duties and Responsibilities:
- Serve as Cadwell's clinical expert for the PSG product portfolio.
- Serve as the primary vision for Cadwell’s EDX/US education strategy and assist with its execution.
- Understand the changes in upcoming releases of Cadwell software and ensure you are prepared to work with and train on those releases.
- Work with Cadwell’s Manager of Education and Training to develop strategies that constantly improve customer ‘go-live’ experiences, and the Education and Training Team's efficiency.
- Oversee the design and delivery of a comprehensive educational portfolio for the PSG product portfolio, ensuring consistent, high-quality training, learning experiences, and ongoing engagement for all customers. (To include, but not limited to, webinars, workshops, certifications, and self-paced learning modules.) May be asked to assist with content development for other modalities as needed.
- Work within the Education and Training Team to deliver all clinical configuration and training elements in each assigned customer’s ‘go-live’ or re-training plan. Typical requirements are:
- Work with Customer Implementation Team colleagues to ensure appropriate clinical configuration and training expectations are established during the sales process.
- Assist with documenting clinical configuration, training deliverables, and timelines in a detailed Scope of Work as needed.
- Coordinate with Customer Implementation Team colleagues to create an Implementation Plan fulfilling all clinical configuration and training requirements for each ‘go-live’ or re-training course.
- Fulfill all clinical configuration and training deliverables in each ‘go-live’ plan.
- Document and escalate any clinical configuration or training issues to the Manager of Education and Training, as necessary.
- Preclude subsequent escalations by recommending appropriate updates to Implementation Team Procedures, Product Installation instructions, or training materials.
- Serve as the primary point of contact for internal Cadwell teams seeking clinical expertise and user insight.
- Contribute to software enhancements and product design by leveraging clinical expertise and translating customer feedback into actionable insights.
- Assist the Sales Team with product presentations and demonstrations, as well as assist with providing appropriate quotations for configurations to meet site-specific workflow needs.
- Assist the Sales Team by providing on-site clinical expertise, workflow guidance, and end-user support during product evaluations at prospective enterprise customer sites.
- Provide post-implementation support and troubleshooting to assigned customers as needed.
- Oversee the development and delivery of educational content, providing training and support for internal Cadwell team members as needed.
- Use the Education and Training Team’s Key Performance Indicators (KPI’s) to reappraise personal performance constantly.
- Assist the Manager of Education and Training to define, measure, and monitor Key Performance Indicators (KPIs) for the educational team that drive continuous improvement and support team success, and use these KPIs to reappraise personal performance constantly.
- Escalate any issues of concern to the Manager of Education and Training in a timely manner.
- Performs other duties as assigned to support team and organizational needs.
Qualifications:
Job Knowledge / Requirements:
- Expert-level knowledge in PSG workflows required.
- Expert-level knowledge in at least one PSG product line (either Cadwell or competitor) required.
- Excellent oral and written communication skills, including formal presentation skills, before small groups, to clearly communicate technical information required.
- Computer proficiency is essential.
- Working knowledge of Windows operating system in a networked environment is preferred.
- Ability to accurately assess customer needs and provide consultative solutions.
- Ability to cultivate and sustain long-term customer relationships.
- Exemplary listening, communication, and collaboration skills, with an established ability to work cross-functionally.
- Excellent problem-solving and decision-making skills, with a focus on customer satisfaction and efficiency.
- Expertise in educational program design and delivery, clinical configuration requirements, troubleshooting, root-cause identification, and corrective and preventive process improvement.
- Willingness to “roll up sleeves” and assist in areas outside of core responsibilities.
Education / Experience:
- Minimum of 10 years of clinical PSG experience required.
- RPSGT certification required.
- Bachelor’s degree in Business, Training, or a related technical field; equivalent experience will be considered.
Physical Requirements:
- Ability and willingness to travel up to 80% of the time.
- Residence near a major metropolitan area with an international airport.
- Ability to lift and transport equipment up to 50 pounds. Frequent standing, walking, bending and use of hand tools.
- Valid driver’s license and ability to obtain required travel documentation.
- This position requires on-site visitation at medical facilities. As such, the candidate must be able to meet credentialing company and medical facility requirements.
- Work outside of regular business hours may be required to meet business needs.