Manager, Clinical Nurse Hotline
Company: Avanos Medical
Location: Alpharetta
Posted on: March 23, 2025
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Job Description:
Requisition ID: 6389
Job Title: Manager, Clinical Nurse Hotline
Job Country: United States (US)
Here at Avanos Medical, we passionately believe in three
things:
Avanos is a medical device company focused on delivering clinically
superior breakthrough solutions that will help patients get back to
the things that matter. We are committed to creating the next
generation of innovative healthcare solutions which will address
our most important healthcare needs, such as reducing the use of
opioids while helping patients move from surgery to recovery.
Headquartered in Alpharetta, Georgia, we develop, manufacture and
market recognized brands in more than 90 countries. Avanos Medical
is traded on the New York Stock Exchange under the ticker symbol
AVNS. For more information, visit .
Summary
Utilize nursing skills, product technical knowledge, communication
skills and business expertise to provide external Customer
end-users (Customers) with gentle and caring, effective product
quality and technical support for assigned product areas. To meet
Customer Care, Sales and Quality team requirements for product
information and services, while strengthening Avanos's brand image
and customer relationships. The Product Quality Specialist is
viewed as the subject matter expert on the Avanos products and
solutions that they support.
Responsibilites
The incumbent reports to the Chief Medical Officer or a Global
Clinical Affairs (GCA) leader. The Clinical Nurse Hotline Team is
here to assist Customers and Sales team members to find positive
solutions to technical issues in a gentle and caring way. If those
issues are not able to be resolved over the phone, a complaint is
filed if the problem is related to the device, and the patient is
referred back to the doctor who placed the catheter if medical
advice is needed.
Job Position Accountabilities / Expectations
1. Offering engaging, warm, supportive and gentle care to our
Avanos end-users (Customers) who are usually experiencing one of
the most difficult periods in their lives during each interaction.
Representing Avanos as the kind and caring company that we are.
2. Expediting return calls to Customers while providing the
training and education needed, as well as gathering data to
complete the call. Assessing all events for potential reportability
status and escalating such events to the Health Authority Reporting
Team (Partners in Quality (PIQ as required.
3. Continuously striving to be the best at providing quality
information about product attributes, materials, composition and
usage, to healthcare Customers and internal groups, at a level
requiring a nursing degree.
4. Providing Clinical Nurse Hotline system support and training,
for all team members as the established expert and go-to
individual.
5. Managing, supporting and training Contractor Nurses for after
hours services to Customers.
6. Recording contact information and support provided; and
maintaining accurate and complete records that meet internal Avanos
requirements and satisfy local, domestic and international
regulatory and government requirements. This includes establishing
and maintaining the required internal controls to ensure that all
Customer health information is protected per HIPAA (45 CFR Parts
160 and 164), and the Confidentiality of Alcohol and Drug Abuse
Patient Records (42 CFR Part 2). Making recommendations to needed
changes in process and procedure to ensure ongoing compliance with
corporate, local, state, federal and international
requirements.
7. Providing recommendations for system enhancements and
participation in all testing aspects of the Clinical Nurse Hotline
system.
8. Effectively managing a central repository of product and
technical information ensuring accuracy and timeliness. Conducting
periodic reviews of technical data and providing recommendations on
site improvements.
9. Conducting trend analysis to identify future issues and or to
dimension the risk / impact of current issues.
10. Communicating details of trend analysis and making
recommendations to the appropriate levels within the Sector.
11. Performing random audits to assess quality of work performed in
support of the Clinical Nurse Hotline function, and effectively
communicating findings and suggestions for corrective and
preventative actions (CAPA) via GCA Leadership and PIQ as
needed.
Leadership Behaviors
1. Demonstrate leadership and initiative to cause positive change
that will result in overall improved effectiveness, quality, and
productivity within the business.
2. Facilitate understanding and interpretation of key customer
requirements for assigned responsibilities.
3. Establish and maintain the required internal controls to assure
compliance with all Federal, State and Avanos regulations,
including that all Customer health information be protected by
HIPAA (45 CFR Parts 160 and 164), and the Confidentiality of
Alcohol and Drug Abuse Patient Records (42 CFR Part 2).
4. Manage, support and train Nurse Contractors for after-hours
support of Nurse Hotline.
5. Actively seek and positively respond to performance and personal
development feedback.
6. Communicate fully with superiors, subordinates and others who
have a need to know.
7. Contribute to an environment in which all team members are
respected regardless of their individual differences and are
motivated to improve both their individual and team contributions
to achieve desired business results.
Required Qualifications:
1. At least 5 or more years nursing or clinical experience
required
2. Excellent "bedside manner" and communication skills
(interpersonal, business writing, presentations) required
3. Nursing certification / license required
4. Proficient in Microsoft Office applications
5. Demonstrated success in fast paced, multi-tasking
environment
Preferred Qualifications:
1. Working knowledge of Medical Devices, especially for Acute and
Chronic Pain (On-Q , AmbIT , and Game Ready ), and Digestive
Health
2. EtQ systems experience preferred
3. Undergraduate degree required, BSN preferred
Examples of what the Clinical Nurse Hotline CAN do:
1. Use clinical knowledge and expertise to troubleshoot calls for
On-Q, AmbIT, and Game Ready
2. Assist caller with catheter removal of a pump with a physician
order
3. Answer questions regarding pump usage and applications
4. Follow-up with patient as needed if patient calls into the
hotline and additional information is needed for a complaint
5. Contact Sales rep with information on call as needed
6. File the details of the call in Salesforce and close out the
file expeditiously, so that the Sales rep receives the
information
7. File complaints with PIQ for calls that fall into complaint
category
8. Refer patient to physician when issue cannot be resolved or if
calls are not related to our products
9. Refer patient to physician for orders regarding their discharge
instructions; and clarify instructions with them
10. Walk nurses or doctors through programming and resetting AmbIT
pumps
11. Walk patients through adjusting the SAF (Select-A-Flow) setting
on the Elastomeric pump with a doctor's order
Examples of what the Clinical Nurse Hotline canNOT do:
1. Provide medical follow-up with any patient
2. Provide outside of scope resolutions for issues including
medical advice, diagnosing or prescribing treatments
3. Report directly to physicians for patient issues
4. Provide facility / physician related documents to patients
5. Override any physician order
6. Assisting patients with adjusting AmbIT pump rates even if they
have a doctor's order
7. Give PHI (Protected Health Information) to a Sales rep
Avanos Medical is an equal opportunity employer and all qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, national origin, disability status,
protected veteran status, sexual orientation, gender identity or
any other characteristic protected by law. If you are a current
employee of Avanos, please apply here .
Join us at Avanos
Join us and you can make a difference in our products, solutions
and our culture. Most of all, you can make a difference in the
lives, people, and communities around the world.
Make your career count
Our commitment to improving the health and wellbeing of others
begins with our employees - through a comprehensive and competitive
range of benefits. We provide more than just a salary - our Total
Rewards package encompasses everything you receive as an employee;
your pay, health care benefits, retirement plans and work/life
benefits.
Avanos offers a generous 401(k) employer match of 100% of each
pretax dollar you contribute on the first 4% and 50% of the next 2%
of pay contributed with immediate vesting.
. click apply for full job details
Keywords: Avanos Medical, Alpharetta , Manager, Clinical Nurse Hotline, Executive , Alpharetta, Georgia
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