Home Program Manager

Outset Medical; United States; Remote; USD 76,000 - 109,000; Full time

Job summary

Outset Medical seeks a Home Program Manager to lead customer success initiatives for home dialysis programs. This role involves engaging with clinical users, driving technology adoption, and ensuring customer satisfaction through operational oversight and relationship building. Qualified candidates will have a background in healthcare management and experience in customer success.

Qualifications

• Minimum 2 years of experience in customer success or account management in healthcare.
• Ability to anticipate customer needs and proactively solve problems.
• Exceptional written and verbal communication skills.

Responsibilities

• Lead operational oversight of home clinic programs, maximizing Tablo console usage.
• Build strong relationships with home clinic programs to drive patient referrals.
• Manage escalated customer concerns to ensure quick resolution.

Skills

Customer Focus

Problem Solving

Communication Skills

Organizational Skills

Interpersonal Skills

Education

Bachelor’s degree in healthcare management or related field

Job description

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 materials.
• Promote the benefits of Outset’s products and services to support clinic and patient engagement in long-term treatment success.
• Partner with clinical and technical experts to refine best practices guidelines for patients using Tablo at home.

Required Qualifications

• Bachelor’s degree in healthcare management, business administration, related field or military equivalent.
• Minimum of 2 years of experience in customer success, account management or related role in a healthcare setting, ideally within the dialysis or medical device industries.
• Customer-centric self-starter with the ability to anticipate needs and proactively solve problems.
• Exceptional written and verbal communication skills, with strong executive presentation abilities.
• Strong organizational skills and meticulous attention to detail.
• Excellent interpersonal and communication abilities.
• Proven ability to multitask and manage multiple projects simultaneously.
• Committed to continuous learning and ongoing improvement.
• Self-motivated with strong work ethic, able to work independently and within a team.
• Ability to travel 10-15%

Mission Critical Competencies:

Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.

Composure - Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.

Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Desired Qualifications

• Experience in working in a healthcare environment or with medical technology
• Ability to be flexible and adapt to changing business needs
• Creative problem solver with strong empathy for customers

Salary range for Bay Area SF Bay Area Salary Range $81,000 — $109,000 USD National Salary Range $76,000 — $102,000 USD

Company Culture

At Outset, we believe every person matters. Every Outsetter, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with intelligent speed. Our team expects nothing less than our best display of strengths and skills, and we find joy in working together for a common goal. At Outset, we believe that curiosity, ingenuity and conviction in the power of technology will transform the lives of dialysis patients and providers.

We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU, our future Outsetter. At Outset, we’ve designed a professional world that our employees are honored and impassioned to belong to, one that offers challenge, the ability to collaborate with great people, and opportunities to build skill and expertise in a fulfilling career.

An opportunity at Outset Medical won’t just be about finding a job. Our culture revolves around the principles of moving farther, faster, together, so working here feels like a masterclass in peak performance, for individuals and teams.

Privacy is important to us. Please review our Applicant Privacy Notice.

Important Notice

We have been made aware of fraudulent activities where individuals are impersonating our company and offering fake job opportunities. Please note, Outset Medical will never request payment or gift cards during the hiring process, nor will we ask you to purchase your own equipment. Anyone reaching out to you with an email address ending in @outsetmedical.cc, is not a legitimate Outset representative. For legitimate opportunities, always apply directly through our official careers page. If you are unsure about the authenticity of a communication, contact us immediately at [e-mail].

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Outset Medical is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization.