People Matter

Clinical Support Lead - Dental Practice Scanning & Technology



IT, Customer Service
Posted on Tuesday, June 11, 2024
About our Company
Proclaim Health is on a mission to eliminate oral disease by making it incredibly easy and enjoyable to achieve oral health. We’ve developed the world’s first fully automated oral health system, with a completely new, clinically validated oral-jet device that cleans your teeth and gums in just 7 seconds. Proclaim is building a true platform for oral health, with products and services that allow simple, fast, and ultra-effective care. Proclaim was founded with the intent to make a meaningful difference in the lives of billions of people. If this sounds like something you’d be interested in, please contact us!
About the Role
The Clinical Support Lead is customer-facing and responsible for ensuring our dental practice partners are operating smoothly and efficiently for every patient that wants to purchase a Proclaim Oral Health System. A primary focus is obtaining accurate intraoral scans using any of the many scanners we support, such as iTero and 3Shape, and helping our dental partners with any issues that may arise. In addition to scanners, support is also required for our Proclaim Connect dental practice web portal, which practices use to submit and manage product orders.
This person will work closely with our sales team and their respective practice representatives to ensure exceptional customer experience. This role is also strategic and is expected to assess problems for root cause, recommend improvements, and collaborate with the Clinical, Product and Engineering teams to devise and deliver improvements.
As this is a new function for our organization, this role may evolve into a manager for a team of dental practice support representatives.

Responsibilities include

  • Manage the scan reject/resolution workflow, working hands-on with dental practices to resolve issues
  • First line support for scanning questions from dental practices
  • Become an expert of how supported scanners work, including their respective software tools
  • Perform trend analysis of scanning success and failure
  • Understand and advocate for functional improvements that will help dental practices as well as advocating for internal process improvements
  • Update documentation related to scanner use and for newly approved scanners
  • Evaluation and User Acceptance Testing of dental practice facing platforms to facilitate improved partner workflows
  • Assist with Proclaim-related data collection from dental practicesIn-house scanner owner (for the scanners we have at our Mountain View, CA office)

Required For this Role

  • Ability to provide direct customer support to external customers
  • Strong understanding of dental practice workflows related to scanning
  • Aptitude with one or more dental intraoral scanners, especially iTero and/or 3Shape
  • Able to support and troubleshoot scanner use to a non-technical audience
  • Able to visit our Mountain View, CA office as needed to work with / maintain on-site scanners
  • Provide support during the Pacific Time Zone business hours, with occasional meetings outside of this timeframe
  • Excellent verbal and written communication skills

Nice to Have

  • Direct experience working in a dental practice or providing scanner support to dental practices
Proclaim is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. You do not have to match all the listed requirements exactly to apply. We believe that our organization and culture are made stronger through diverse perspectives and experiences.