Role summary

 This position is ideal for target level of professionals to join the Clinical Hub as an Associate Clinician, responsible for handling inquiries, requests and/or issues from the business for company products/services. Handle clinical communication and provides clinical assistance to internal and external stakeholders with guided supervision. Identify difficult customer situations and will take actions to properly solve their issues/concerns/complaints. Provide ideas and suggestions to improve the overall business, improve customer experience and/or specific clinical treatments. Be able to provide clinical support to treatments, and through collaboration with quality and engineering when required. Establish treatment quality monitoring and initiates development for clinical profiling. Development of clinical knowledge at all levels (CAD Designers, customers). Participate in study groups upon demand. Be proficient in all align Treat proprietary software. Timely report Product Safety inquiries to continue the appropriate process by the corresponding department.

Role expectations

·          Take immediate initiative to remedy clinical, quality, or other such issues with Invisalign and/or CAD-CAM services products by their own and/or with stakeholders from the areas involved to solve problems.   

·          Be a proficient user within Software applicable to the Treat and Align process. (i.e. Treat, IDS, My Aligntech, WCM, etc.) 

·          Perform outbound calls when required. Communicate issues clearly to Clinical Customer Support Representatives. 

·          Properly document all information related to customer interactions (calls/emails/etc) on the corresponding platforms and with the required tickets including complaints or requests to other departments as it may apply. 

·          Review and provide solution to the treatment plans sent for consultation. 

·          Participate in proactive team efforts to achieve departmental and company goals. 

·          Complete assigned clinical education courses and be proficient on self-paced learnings for continuous education and growth.

Typically: 

·          Education: Bachelor’s degree on dentistry 

·          Communication: Excellent presentation and communication skills.

·          Teamwork: Ability to work both independently and collaboratively.

·          Less than one year of directly related experience. 

·          To develop at this level for 2-3 years. 

·          Proficiency in English. 

·          Proficiency with computers and standard software programs (Excel, Word, power point, e-mail, etc.)