Home Program Manager

Company Overview

Join us for an enriching journey with Outset, a trailblazing medical device company that is revolutionizing the field of dialysis. Our focus is to create one high performing team, obsessed with progress, in an atmosphere that is brimming with transformative opportunities. The heart of our mission is pioneering a groundbreaking technology that redefines the landscape of dialysis, streamlining complexity and cost, because patients deserve “better” now, not some day. At Outset we’re revolutionizing an industry and changing lives. We’re impacting what the future of dialysis looks like by creating a first-of-its-kind technology in order to reduce the cost and complexity of dialysis. FDA cleared for use across care settings, from the hospital to the clinic to the home, the Tablo® Hemodialysis System harnesses modern technology for a new holistic approach to dialysis care. We’re giving providers time back to focus on patient care. And we’re giving patients the power to take control of their life and get back to enjoying the things they love.

Position Overview

The Home Program Manager is a key customer success management role focused on supporting the growth, retention, and success of Outset’s home dialysis programs. Serving as the primary point of contact for both new and existing home clinic programs, this role will engage with clinical users, hospital-based users, home patients, caregivers, and Outset personnel. As an integral part of the Outset team, the Home Program Manager will ensure the smooth operation of home dialysis programs by promoting best practices, driving the adoption of technology, and supporting revenue growth through patient retention and increased treatment volume. The Home Program Manager will work closely with all stakeholders to understand their needs and provide solutions that drive successful outcomes. This role is also responsible for driving customer satisfaction by resolving challenges and collaborating with internal teams to address and escalate complex issues. By ensuring treatments continue smoothly and tackling any challenges that arise, the Home Program Manager will help maintain the highest level of patient care and satisfaction.

Essential Job Functions and Responsibilities

• Lead operational oversight of home clinic programs, ensuring success and sustainability by utilizing data-driven approach to maximize Tablo console usage and manage patient transitions.
• Build and maintain strong relationships with home clinic programs to drive new patient referrals and ensure adherence to treatment plans, and coaching best practices.
• Conduct Quarterly Business Reviews (QBRs) and performance assessments with customers, focusing on patient retention, clinic performance and growth metrics.
• Track patient treatment progress, mitigate risks, and devise strategies to prevent patient drop (by choice) and improve success rates.
• Responsible for engaging with potential home dialysis patient leads, understanding their unique needs, offering solutions, and guiding them through the onboarding process to ensure a seamless experience and long-term satisfaction.
• Manage escalated customer concerns, ensuring issues are resolved quickly and effectively while maintaining a positive customer experience.
• Support coordination of logistics between clinics and home settings to streamline the patient pathway, ensuring a smooth transition to home dialysis.
• Support new customer implementations through a partnership with the Sales team.
• Act as the primary liaison between internal teams and external partners to ensure a seamless patient journey from identification to in-home treatment, align on clinic/patient needs, risk management, solution adoption, and address patient-reported events.
• Advocate for patients by addressing concerns and escalations, serving as the patient’s voice within the company, and partner with marketing and sales to create educational material.

Requirements

• Location Type: [Not Specified]
• Job Type: [Not Specified]
• Salary: [Not Specified]