Clinical Success Manager

About Dispatch

We make an app that helps hospital patients communicate with their care team, saving valuable nurse time and getting patients faster care. Using a bedside tablet, patients make requests that are automatically routed to the right person. This allows staff responding to patient requests to know what they are walking into and gather what they need to arrive at the bedside prepared. This sounds simple, but it's a massive improvement over the status quo.

We're a small, but fast-moving team. Dispatch is live in over 550 beds across two hospitals and we're growing fast. We serve units ranging from a childbirth center to acute injury rehab, oncology, and surgical care.

Most people use our product during the worst days of their lives. If we succeed, we'll make that experience a little easier for millions of patients and save a ton of nurse time while we're at it.

We’ve got a lot of exciting work ahead!

About the Role

This is a hands-on, high-ownership role at the center of everything Dispatch does in the field. You'll be responsible for supporting clinical teams in launching and utilizing Dispatch, triaging incoming support requests, building relationships with unit and hospital leadership, and designing and implementing new workflows to help clinical teams get the most out of Dispatch.

You'll split your time between on-the-ground work at our hospitals (~30%) and strategic work (~70%): preparing performance reports, meeting with clinical and administrative leadership, troubleshooting technical issues, and translating what you're seeing on the floor into product improvements.

This is not a 9-to-5. We support hospital staff around the clock, including those working night shifts and weekends. Flexible availability is important in this role.

If we grow the way we expect to, this role will evolve quickly, potentially into a team lead position.

Key Responsibilities

• Build Relationships: Be the primary contact for clinical staff and hospital leadership, ensuring they feel supported and confident using Dispatch.
• Develop Training Programs: Plan and execute training curricula teaching unit staff how to use Dispatch. Use a variety of education platforms (staff meetings, skills days, unit huddles, one-on-one check-ins, training videos) to connect with a wide range of busy staff.
• Drive Adoption and Behavior Change: Earn clinical staff buy-in, address resistance directly, and partner with unit leadership to build accountability structures that outlast your visits.
• Support On-Site Operations: Spend a couple days each week on units to provide hands-on support, meet with unit leaders, check how things are running, and tackle any issues in-person.
• Use Data to Improve: Review unit performance data to spot potential issues early and take action to keep things running smoothly.
• Solve Problems: Keep an eye on how things are going, step in to fix any issues, and help the units improve how they use Dispatch. Comfort with technology and a curiosity about new tools, including AI, is a plus.
• Build the ROI Story: Develop frameworks and materials that help hospital leadership understand the value Dispatch delivers - nurse time saved, patient experience improvements, workflow efficiency gains.

Qualifications

• Customer-Facing or Stakeholder Engagement Experience: Experience working closely with customers/stakeholders, especially helping them troubleshoot issues with a product or service.
• Communication: Strong people skills. Ability to explain things clearly and build good working relationships with all kinds of people.
• Project Management and Organization: Comfortable staying on top of a high volume of diverse projects and relationships.
• Problem Solving: Able to think through problems, figure out solutions, and get things working again quickly.
• Training Skills: Comfortable leading training sessions and helping people learn new processes on the fly.
• Data Interpretation and Analysis: Comfortable working with data to understand trends, troubleshoot issues, identify anomalies.
• On-Site Flexibility: Able to travel to different hospitals a couple days a week to be on-site, helping directly where needed.
• Clinical Experience: It’s a BIG bonus if you’ve worked in a clinical setting! Having a clinical vocabulary and an understanding of how hospitals operate will help you hit the ground running.

Logistics

• Hybrid role in the Seattle area with REQUIRED in-person availability. Some travel may be required, but should be minimal.
• Full-time starting ASAP
• Intermittent evening and weekend availability
• Health insurance benefit included

Compensation

We offer annual compensation between $85-115K USD, commensurate with your experience and the value you bring to the team.

Process

1. Fill out the linked application form
2. Screening call - talk about role, logistics, compensation
3. Brief homework assignment - not asking for free work, just an example of your thinking / communication
4. Interview with Dispatch founder