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