WHAT WE DO

We sterilize medical devices and instrumentation used in surgeries - with a focus on Orthopedics.
That’s all we do - and we are setting a new standard for quality sterilization in the United States.

WHY THIS IS IMPORTANT

Sterile Processing Departments (SPDs) are one of the most important and yet most overlooked areas of a hospital or surgery center. This is a critical and growing problem as staffing shortages, poorly maintained facilities, and failure to adhere to the standards required to ensure patient and staff safety are increasing costs and potentially putting lives at risk. Even though sterilization is central to providing surgical services, it is often an afterthought for most facilities. The people who work in the SPD know it, and the deteriorating morale of the sterile processing workforce is adding to the decrease in sterilization competency.

Sterilization is ALL we do. Our people are the core of our company, and we treat them accordingly – like the rockstars they are. We’ve invested heavily in our facilities, equipment, and processes, and we do it right. Every time. We hire the best, and we don’t have to look far. The best sterile processing technicians and coordinators love what they do, and they want to work in a place where they are valued. That place is Instrumentum.

WHAT WE NEED

Imagine Charon (Lance Reddick’s character in the John Wick series), the concierge at the Continental Hotel. Charon always had his act together. His job was to make everything right for his guests.

That’s what we need – a Charon.

When we begin working with a client, usually an Ambulatory Surgery Center or a Hospital, there is an onboarding process. It’s like a guest’s first time visiting the Continental – check in takes a bit longer as Charon and his team get to know them. The next time they visit, Charon can address them by name, anticipate their needs and respond when something urgent comes up.

If you love helping clients. If you are organized and pay attention to details. If client satisfaction is your thing, you may be our Charon.

WHAT YOU WILL DO

Customer Onboarding.

• Develop systems to ensure smooth and comprehensive onboarding.
• Communicate with clients and Instrumentum teammates during the entire process using dashboards and process tracking tools (we use Google Sheets, so easy).
• Document issues and implement procedures to avoid said issues in the future.

Ongoing customer point of contact for commercial or business issues.

• Day-to-day interaction will be managed by our Office Manager, however, any commercial or relational issues will be managed by our Client Services Manager, you know, our Charon.

Continually improve our onboarding process.

• Look for ways to improve the customer experience during onboarding.
• Look for ways to streamline Instrumentum processes and improve quality.
• Document, implement and monitor.

Train other Client Services Managers in the art of being a Charon.

• We are growing sharing best practices will be important.
• Repeat constantly. We seek perfection.

WHAT YOU WILL DELIVER

• Successful onboarding.
• On-time customer launch.
• Customer retention.

WHAT WE OFFER

• A compelling vision and mission, and the collective pursuit of excellence.
• A great environment. We’re pretty fun to work with and are building an awesome team.
• Generous benefits and growth opportunity with a well-positioned, fast-growing company.

WHAT YOU WILL BRING TO THE TABLE

• 5 years of experience and proficiency in designing and implementing customer onboarding and service programs. Kinda makes sense.
• Experience using CRM and Project Management software and procedures.
• Experience in a hospital or surgery center is preferred.
• Bachelor’s degree in business, Communications, Engineering, or equivalent.
• Excellent communication skills -- ability to communicate effectively at all levels of the organization internally or with a customer. It seems so obvious, but yes, we all work together here, so hairnets or wingtips, be comfortable in both.
• Ability to work and manage time on your own or as part of a team.
• We are working on cool uniforms.
• Comfortable working under pressure and resiliency. Green tea can help with this.
• Creative problem solving, negotiating and conflict resolution skills. Hey, stuff happens, we need to work through it.
• Self-Starter with a broad business background. Get up, get going, bring something to the table!
• Attention to detail. There are always opportunities in the details.
• Strong interpersonal skills.

DETAILS

Our HQ and showcase facility are in Boca Raton, FL. You’d need to be on-site (yes, there are palm trees and a lot of beaches).

We are building other facilities and working with various partners, so occasional travel would be necessary to share best practices and meet with vendors and partners.

You will need to fully co-operate with and adhere to all company health, safety, and environmental policies and procedures, communicating suggestions for improvement to anyone who will listen.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Boca Raton, FL 33431: Relocate before starting work (Required)

Work Location: In person