Clinical Support Expert (Aligners)
$70,000–$80,000 year
RemoteUnited States
United StatesRemoteFull Time$70,000–$80,000 yearSenior LevelHealthcare TechMedium
Full TimeSenior LevelMediumHealthcare Tech
Job Summary
Resolve complex clinical inquiries and manage booked calls to address practice-level case issues, serving as the primary escalation point for inbound tickets regarding treatment planning and live orders. Liaise between doctors and the lab to translate clinical feedback into actionable outcomes while performing Quality Assurance reviews to ensure adherence to standard operating procedures. Coach new hires and lead cross-functional projects to improve clinical processes, updating Knowledge Base articles based on trends and doctor feedback. Maintain strict schedule adherence and SLA compliance for all escalated issues.
Required Qualifications
- Minimum 5+ years of experience in a high-volume lab setting
- Minimum 3+ years of experience in 3Shape CAD/CAM digital design in aligners
- Strong, current knowledge of Removables (dentures/partials) dental systems and their digital components (i.e., scan bodies)
- Strong, current knowledge of Implant and Crown & Bridge systems
- Prior experience in a customer-facing role within a lab or dental organization
- Customer-focused mindset: driven to connect with doctors, troubleshoot issues, and deliver an exceptional experience
- Skilled at building rapport with clinicians, providing empathetic support, and handling complex concerns with professionalism
- Confident engaging with doctors in real time via chat, phone, or video calls, answering questions and building trust quickly
- Proficient in computer applications, with excellent written and verbal communication skills, able to convert clinical and technical feedback into clear, actionable insights
- Experienced in training & coaching, acting as a subject matter expert, and mentoring colleagues to elevate performance
- Skilled at reviewing and assessing the quality of work to ensure accuracy and adherence to standards
- Highly independent problem solver with a strong sense of accountability
- Proven track record of meeting service level agreements (SLAs) while maintaining high-quality standards for every case
- Strong organizational skills and attention to detail, with the ability to review multiple case outcomes and provide informed clinical guidance
- Available Shift (Monday-Friday)
- 8:00 am-4:45 pm ET
Desired Qualifications
- experience in digital dental labs is a plus
- Bonus for experience in other product lines
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