Clinical Support Specialist (Remote from 8:00 AM - 5:00 PM PST)

About this role

GROW WITH US:
Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take the “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.
STAY AWESOME:
Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with Control-IQ+ technology — an advanced predictive algorithm that automates insulin delivery. But we’re so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at tandemdiabetes.com
A DAY IN THE LIFE:
The Clinical Support Specialist (CLSS) is responsible for providing product education, training and support for customers primarily through telephone or video conference platforms. CL SS is responsible for providing escalated technical and/or clinical support and education to current customers and HCPs as requested by Customer Technical Support (CTS) personnel or clinical/sales management. Responsible for determining the level of complexity of each contact with the goal of achieving the highest resolution.Clinical Support Specialists are also responsible for:

• Within one business day, responds to inbound calls or emails transferred from CTS when clinical and/or escalated support is needed.

• Conducts scheduled video remote pump trainings per Customer Training and Documentation Procedure.

• Uses approved Tandem Communication Guidelines, product labeling and diabetes standards of care, responds to customer concerns or inquiries.

• Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests.

• Utilizes video capabilities (such as Teams or Zoom) as needed to better assess and resolve customer issues, questions, initial or follow up training/education needs and/or concerns.

• Performs timely and satisfactory resolution, education and/or training to customers utilizing approved training materials and clinical guidelines.

• Conducts virtual educational classes for customers that support general diabetes education, Tandem product specific topics or advanced insulin pump therapy management skills.

• Records accurate and thorough documentation of customer contact calls within the CRM system and/or to CTS team.

• Communicates with field clinical or sales team when appropriate and/or when additional field action is required.

• Identifies potential health and safety issues with products, techniques, and follows appropriate internal notification procedures.

• Acts as a customer advocate to represent customer needs.

• Per leadership direction, may participate in education, certification and promotion to health care professionals and external trainers about the benefits of Tandem Diabetes’ products and related services

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• Conducting educational classes for customers that support diabetes technology and pump therapy education to support prospective and retain existing customers.

• Providing product/service information directly to the consumer/end user via health fairs, conventions or in conjunction with promotions.

• Confirms completion of required training plan before assuming job responsibilities.

• Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.

• Performs other duties and schedules as assigned.

WHEN & WHERE YOU’LL WORK:
Remote: This position is fully remote and open to candidates located in the United States. West Coast based candidates are preferred. Equipment for the role will be provided and training will occur remotely.

Schedule: This position will work Monday - Friday from 8:00 AM - 5:00 PMPST.

WHAT YOU'LL NEED:
1. Knowledge, skills & abilities:

• Excellent communication skills.

• Proficient in diabetes self-management skills, including use of insulin pumps, infusion sets, continuous glucose monitoring equipment, carbohydrate counting instruction, medication management, chronic complications, and emergency management to a variety of customer populations.

• Ability to relate effectively with customers and health care professionals.

• Demonstrated ability to coach customers on a one-on-one basis to answer questions and resolve product related issues.

• Demonstrated ability to effectively communicate with customers to resolve issues and answer questions according to company protocols and requirements.

• Skilled at presenting educational material in a clear, concise manner to various audiences through a variety of technologies (telephone, video conferencing).

• Able to react to changing situations in a timely, calm, and confident manner.

• Ability to work in a fast pace, ever changing market and see change as an opportunity to improve business performance and campaigning for it when necessary.

• Highly proficient in Microsoft Office Suite (Word, Excel and Outlook) and Internet with CRM software familiarity preferred.

• Knowledge of HIPAA desired.

• Clear communication skills to impart product information over the telephone to customers/health care support

• Skilled at presenting information in a clear, concise manner to customers and in all levels within the organization.

• Able and motivated to work independently

• Bilingual-English/Spanish desired.

2. Minimum certifications/educational level:

• RN, RD, RPh or equivalent combination of education and applicable job experience.

• Maintenance of registration and licensure through clinical education. Must be Certified Diabetes Care and Education Specialist (CDCES) or CDCES-eligible

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