A new status quo for robotic system support: the U.S. startup specialist
By Miranda Browning and Sam Rush, Managers, U.S. Robotic Startup Specialists
One thing has been clear in Medtronic’s four-plus years of global experience in the robotic surgery market: strong support is essential for success. Now we’re bringing the Hugo™ robotic-assisted surgery (RAS) system to the U.S. market, where hospitals already have deep experience with robotic surgery, with established workflow and high expectations for how a new platform should fit into their program.
So, we asked ourselves a simple question: How do we bring a new robotic system into these environments smoothly and efficiently for our customers?
Our answer — what truly sets Medtronic apart — is our focus on our customers’ success delivered with our hypercare, white-glove service. Every hospital that installs a Hugo™ RAS system receives one dedicated startup specialist per install. If a hospital brings in multiple Hugo™ RAS systems, they get multiple specialists. It’s one-to-one support designed to lower barriers, build condence, and allow teams to adopt a new platform seamlessly.
Our partnership journey doesn’t end when the system gets delivered. Our team continues by your side as you ramp up — day in and day out.
Why surgical robotic startup specialists matter
Across the U.S., hospitals want to expand access to robotics. But cost, staffing challenges, or workow constraints can hold programs back and limit patient access. Bringing another platform into that landscape requires more than just a novel technology; it requires hands-on guidance to make sure teams can adopt it with minimal disruption.
That’s where our startup specialists come in.
We manage every facet of a programmatic launch, from the day the Hugo™ RAS system arrives at the hospital’s doorstep to first cases, to the 1,000th procedure, and beyond. A startup specialist is in the OR supporting the team in every case to answer questions and help ensure a smooth workflow as our partners get up to speed.
We serve as the point person focused entirely on driving utilization, ensuring that every user can get onto the platform with minimal issues and optimal success. And we do it by working across the entire institution, not just inside the OR.
Preparing for day one — before the Hugo™ RAS system even arrives
A startup specialist’s work begins long before the first case. We meet every member of the team, including all those who will move, position, sterilize, schedule, or support the robot, including:
Loading dock staff
Sterile processing teams
OR directors
Surgeons
Scrub techs and circulating nurses
We get to know everyone, because everyone involved plays a role in the smooth installation of a new technology. We collaborate with these teams to make sure the hospital is ready to receive the system and any bottlenecks are eliminated.
Next, we coordinate surgeon and staff training. Through collaboration with the Medtronic Medical Education team, users attend a two-day, proficiency-based progression program. They only progress after demonstrating proficiency at each step. We stay closely involved — observing, coaching, and identifying any challenges early — so we can address them before live cases begin.
Hands-on support through training, first cases, and beyond
Once the system is on site, startup specialists guide the full learning journey. This isn’t just case support. It’s account management. It’s workow optimization. It’s problem-solving in real time.
We assist with:
OR support for all cases
Procedural lab training
Technical troubleshooting
Room setup and turnover efficiency
Inventory management
Ongoing in-servicing anytime staff feel uncertain
If a single nurse is hesitant about draping, we’re there to practice with them. If the team’s first case takes longer than expected, we take notes, gather data, and create a plan to tighten the workow for next time. Every case becomes a source of insight, and we use that data to help the entire program improve.
Between cases, we debrief with the team — what went well, what needs refinement, and what we can schedule next to ensure their confidence continues to build.
A true partnership —
not just a system implementation
One of our core beliefs is that wins and losses shouldn’t be experienced in isolation. We over-communicate — not only with clinical users, but with administrators and executive stakeholders who want visibility into progress and utilization. Everyone has a stake in the success of a new robotic surgery program, and we make sure everyone stays aligned.
Continuing our surgical legacy
We also draw on Medtronic’s unique position as the only company offering solutions across open, laparoscopic, and robotic surgery. That allows us to connect with teams through existing relationships and integrate the Hugo™ RAS system into programs without disrupting what hospitals have built.
At the end of the day, our goal is simple: give hospitals, surgeons, and patients more choice, more access, and more opportunity to benefit from robotic surgery. Competition drives innovation, and innovation drives access — and that’s something we’re proud to support.
Stronger support to elevate care for patients
Bringing the Hugo™ RAS system into the U.S. isn’t just about adding another platform to the field. It’s about solving real challenges around access, efficiency, and program growth. It’s about partnering with hospitals rather than simply selling them a product. And ultimately, it’s about supporting the clinicians who deliver life-changing care that impacts patients’ lives.
Our startup specialists are here to make sure that happens — one install, one case, one team at a time.
Hear more from Miranda Browning and Sam Rush
Managers, U.S. Robotic Startup Specialists
An inside view: How startup specialists set Medtronic apart
A shared mission: Increasing access to robotic surgery
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