Clinical System Support Specialist II

Abbott; Illinois; On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Medical Plans

Dental Plan

Vision Plan

Health Savings Account

Flexible Spending Accounts

Life Insurance

Disability Insurance

Critical Illness & Hospital Coverage

MetLife Benefits

401(k)

Job summary

Abbott Park, IL-based Clinical System Support Specialist II delivers high-quality, compliant patient support to trial and implanted patients through centralized remote engagement, expanding organizational capacity while preserving field resources for physician-directed programming and in-clinic responsibilities.

You will educate patients, provide basic device support, document thoroughly, and ensure compliance with company policies, quality standards, and regulatory requirements.

Qualifications

• Bachelor's degree or equivalent combination of education and experience required.
• Strong verbal and written communication skills.
• Experience with CRM systems and patient management platforms.
• Experience in regulated environments and medical device industry preferred.
• Patient-facing clinical experience is a plus.

Responsibilities

• Respond to inbound and outbound patient communications and provide support throughout the patient journey.
• Deliver approved education on device use and therapy processes.
• Provide basic device support and troubleshooting within guidelines.
• Maintain accurate, timely documentation for privacy and quality requirements.
• Follow escalation pathways for clinical, technical, or safety issues.

Skills

Verbal and written communication

CRM experience

Multitasking

Attention to detail

Education

Bachelor's degree or equivalent combination of education and experience

Tools

Salesforce

Patient management platforms

Job description

Title: Clinical System Support Specialist II

Location: Abbott Park, IL

Duration: 12 months

Summary:

• The Clinical Specialist delivers high-quality, compliant patient support to both trial and implanted patients through centralized remote engagement.
• This role expands organizational capacity while preserving field-based clinical resources for physician-directed programming and in-clinic responsibilities.
• Leveraging internal tools and other support platforms, the Clinical Specialist provides patient education, basic device support, and accurate documentation throughout the patient journey.
• The role enhances the patient experience, promotes consistency across care pathways, and supports compliance with all company policies, quality standards, and regulatory requirements.

Responsibilities:

Patient Support & Education

• Respond to inbound and outbound patient communications..
• Provide support throughout the patient journey
• Deliver approved patient education regarding device use and therapy processes.
• Provide basic device support and troubleshooting within established guidelines.
• Promote a positive patient experience through empathetic, professional, and consistent communication.

Documentation & Data Management

• Enter and maintain early-phase patient baseline information.
• Ensure documentation is complete, accurate, timely, and compliant with privacy and quality requirements.
• Maintain standardized records to support patient continuity, operational consistency, and downstream analytics.

Issue Escalation & Safety Monitoring

• Follow established escalation pathways for clinical, technical, or safety-related issues.
• Submit required PER documentation through Salesforce (SFDC) and other designated systems.

Compliance & Quality Assurance

• Adhere to all documentation, privacy, quality assurance, and regulatory requirements.
• Follow approved scripts, educational materials, and support processes.
• Participate in required annual certifications, audits, and monitoring activities.
• Ensure all patient interactions remain within approved role boundaries and comply with applicable policies and procedures.

Qualifications:

• Bachelor's degree or equivalent combination of education and experience.
• 1-3 years of professional experience.
• Experience working in a regulated environment.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Proficiency with customer relationship management (CRM) and documentation systems.
• Experience within the medical device industry.
• Patient-facing clinical experience.
• Experience supporting patients in a healthcare or clinical setting.
• Familiarity with Salesforce and patient management platforms.

Consultants Eligible Benefits Upon Waiting Period

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account (for High-Deductible Health Plans)
• Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)
• Supplemental Life Insurance
• Short Term Disability (coverage varies by state)
• Long Term Disability
• Critical Illness, Hospital coverage, Accident Insurance
• MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance
• 401(k)

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritional and branded generic medicines.

Working together, Abbott and Talent Solutions partner to deliver top talent for contingent roles at Abbott, building better and healthier lives. Abbott believes all employees are essential to creating life-changing breakthroughs, performing key duties to create life-changing breakthroughs.