Biomedical Operational Account Manager

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 ability to manage and motivate staff. 

Responsible for 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 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

Customer Relationship Management

Retention of existing customer contracts

Maintaining and developing relationships with existing clients through regular contact both on-site and remotely

Working closely with Customer Experience Managers to provide the customer a key, first point of contact for all escalation and/or opportunity management episodes

Maintenance of all CRM records including customer contacts

Ensure data integrity within management systems

Maintenance of all customer service data and records within  CMMS

Following up with customer clarifications and requests

Continuous development of the level of customer understanding

Build an extensive knowledge of the customer service requirements 

Reporting performance against contracted SLA

Working closely with Customer Experience Managers to monitor Customer satisfaction and manage improvement initiatives

Liaise with 3rd party suppliers for spare parts and contract quotations as needed

Assist in setting up new contracts/customers

Accurate meeting records and follow up actions

In conjunction with the private sector team and CCC, ensure issue resolution in areas including but not limited to –

Contracts

Technical

Financial especially accounts payable

Commercial

MHRA Safety Notices and Incidents

Marketing and New Business

Support New Business and the Commercial Team to ensure profitable growth of existing contracts

Work closely with Business Development and the Commercial Team on additional leads and prospect development

Market intelligence/data collection, recording and internal presentation.

Participation in new product development projects

Providing assistance in the development of customer bid strategies

Guiding responses with relevant technical and other information on customer circumstances and future needs

Build an extensive knowledge of service needs and assist in the development of services and specific bid strategies

Capability Profile

Technical

Extensive technical knowledge of medical devices as well as an understanding of how and why the devices can support healthcare delivery.

Extensive knowledge of medical device standards safety regulations pertaining to their management and use.

Ability to carry out equipment audits including service history review and assess equipment status.

Broad knowledge of current advances in technology and medicine and their likely impact on health care.

Extensive knowledge of problem solving of medical device issues.

Extensive experience in the investigation of adverse incidents related to medical equipment

Clinical

Specialist level of understanding of patient and staff risks arising from the use of medical devices.

Specialist level of knowledge of the reasons how and why a wide range of medical devices are used in health care delivery.

Good knowledge of the organisation of health care

Managerial

Able to prioritise and manage multiple tasks.

Able to encourage/mentor, manage staff.

Thoroughness and attention to detail.

Able to manage time effectively: meeting deadlines as an individual and as part of a team without compromising quality of work

Able to plan a range of work activities and alter priorities to cope with unforeseen circumstances.

Able to exercise own initiative when dealing with issues within own specialist area of expertise.

Able to deliver against performance indicators within a quality management system.

Able to record accurate meeting notes and timely distribution

Essential Qualifications

Recognised professional qualification within Engineering or Clinical Services (Degree level)

Current registration with appropriate professional body - Desirable

Skills and Experience

Computer literate (Windows) to include Microsoft Office

Advanced Excel skills - Desirable

Detailed up-to-date knowledge of managing a wide range of medical equipment, including technical understanding

Familiarity with appropriate national and local regulatory standard

Excellent Influencing and negotiation skills

Strong interpersonal & communication skills

Worked with and influenced senior NHS clinical staff - Desirable

Extensive knowledge of MHRA Managing Medical Devices and associated legislation/regulations

Exceptional levels of personal responsibility

People management skills: persuasion, negotiation and appropriate authoritative influence

Strong aptitude for dealing with ambiguity

Maturity, resilience and the ability to stay calm under pressure 

Essential Experience

At least 6 years working with/for healthcare providers/suppliers            

Minimum 3 years managerial experience          

Previous experience in managing large teams  

Previous experience in managing P&L’s & budgets        

Account management to the NHS sector - Desirable     

Previous field-based positions - Desirable      

Mobility requirements

Role location                 Field based - Nationwide

UK travel                      Yes

International travel       If required for training

Benefits

Private Healthcare

Employee Assistance Programme

Salary Sacrifice Pension

Electric Car Scheme

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 (phone number removed) or forward your CV to (url removed)