SUMMARY OF ROLE:The Manager, Field Clinical Operations will play a critical leadership role in the launch and scaling of Element Science's commercial operations by overseeing the performance, training, and ongoing development of the Field Clinical Representative (FCR) team. This individual will design and implement operational processes that ensure high-quality patient support, adherence to CHAP (Community Health Accreditation Partner) standards, and seamless collaboration with internal and external partners.
As the lead trainer and owner of the Train-the-Trainer program, the Manager will develop and maintain hands-on expertise in the Jewel patient fitting process, ensuring consistent knowledge and competency across the FCR team while remaining prepared to directly support patient fittings when needed, including during coverage gaps, new market launches, or other business needs.
The ideal candidate combines strong clinical and operational leadership with a willingness to remain close to the patient experience. They bring a deep understanding of medical device clinical workflows, excel at cross-functional coordination, and thrive in a fast-paced, early-stage environment where leaders are expected to both build the model and step in when needed.
RESPONSIBILITIES:- Become and maintain expertise as a subject matter expert in Jewel patient fitting, including device setup, patient education, troubleshooting, documentation, and follow-up support.
- Serve as the lead trainer and clinical resource for Jewel patient fitting, establishing and overseeing a scalable Train-the-Trainer program for Field Clinical Representatives.
- Maintain hands-on patient fitting competency and personally conduct patient fittings when necessary to address coverage or resource gaps, support new market launches, or meet patient and business needs.
- Lead the training, onboarding, certification, and ongoing competency assessment of FCRs, ensuring consistent knowledge, clinical proficiency, and delivery of an excellent patient experience.
- Develop and implement standard operating procedures (SOPs), training protocols, and field support processes aligned with CHAP guidelines, including infection control, patient interaction standards, and documentation practices.
- Ensure FCRs are equipped to support DME-related patient care, including device setup, patient education, and follow-up procedures in compliance with internal policies and external accreditation standards.
- Collaborate with Engineering, Customer Service, Product, Clinical, Quality, and Regulatory teams to rapidly resolve escalated patient and device issues while maintaining clinical accuracy and a high-quality patient experience.
- Lead regional and national FCR support operations to ensure patient coverage, deployment timelines, enrollment targets, and onboarding goals are met.
- Identify and mitigate field-level barriers to patient enrollment or device deployment by coordinating resources, adapting strategies, and implementing process improvements.
- Monitor field performance, patient experience, competency, and operational metrics; identify trends and lead root cause resolution when service or performance gaps arise.
- Serve as a liaison to external partners and field sites, ensuring productive relationships, aligned expectations, and effective issue resolution.
- Uphold documentation, patient interaction, and data-handling protocols in accordance with CHAP, HIPAA, FDA, and applicable regulatory requirements.
- Coach, mentor, and manage team members, fostering a collaborative, accountable, compliant, and mission-aligned field organization.
QUALIFICATIONS:- Bachelor's degree in a healthcare, scientific, or clinical discipline; advanced degree or cardiovascular-specific training preferred.
- Minimum 5 years of experience in medical device clinical operations, with at least 1 year in a leadership or people management role.
- Proven track record in developing and executing scalable field training programs in a regulated environment.
- Demonstrated knowledge of CHAP and/or other healthcare accreditation standards, especially as they relate to DME and patient support operations.
- Experience supporting Class III medical devices or working in post-market or launch-stage environment is highly preferred.
- Strong cross-functional collaboration skills with experience influencing teams across Engineering, Clinical, Regulatory, and Commercial functions.
- Proficiency in Microsoft Office Suite and CRM/ticketing systems; comfort working with training tools and field enablement platforms.
- Exceptional written and verbal communication skills with the ability to tailor messaging to clinical, technical, and executive audiences.
- Ability to work independently, prioritize competing demands, and lead through change with a patient-first mindset.
- Willingness to travel up to 75% to support field team operations, training programs, and clinical implementation across regional sites.
BENEFITS:Element Science offers a very competitive salary and benefits package including, but not limited to:
- Stock Options
- 90% employer-paid medical, dental, and vision insurance
- Company-paid Basic Life Insurance
- 401(k) retirement plan (Traditional and Roth)
- Competitive Paid Time Off
- Paid Holidays
- FSA (Flexible Spending Accounts)
- HSA (Health Savings Account)
- Employee Assistance Program through PEO
The salary for this exempt-level position will be based on experience and qualifications within an established pay range.
- Pay range: $150,000 - $168,000
