Clinical Support Specialist - East

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 a "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 t:slim X2 insulin pump with Control-IQ technology. We're also 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. Since many of our own team members live with type 1 diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more attandemdiabetes.com.
A DAY IN THE LIFE:
PLEASE NOTE: These are remote positions by region Central/Mountain (x3) Pacific/AZ (x2) and East (x1)
Rotating evening and weekend shifts are required.
The Clinical Support Specialist (CL SS) is responsible for providing product education, training and support for patients primarily through telephone or video conference platforms. CL SS is responsible for providing escalated technical and/or Clinical Support and education to current patients 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. Provides educational intervention and call summary to CTS team for documentation in the Client Relationship Management (CRM) system for closure of open cases. Converses with customers in an empathetic and supportive manner to promote the most precise information relating to the issue. Handles all calls in compliance with Diabetes Standards of Care, labeling and as outlined by departmental SOPs.

• 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 Patient Training and Documentation Procedure QS-0002797. Using 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 patients 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.
• May travel to various US locations to provide interim clinical education and support to open territories. Interim support tasks to include:
  
  • Collaborating with Territory Manager, Regional Sales Manager, Regional Clinical Manager and Clinical Training Coordinator to prioritize, plan and implement Clinical Support needs in assigned territory.
  • Scheduling and delivering pump trainings in the covered territories for patients, customers, and health care professionals (Diabetes Care and Education Specialists, Endocrinologists) in order to familiarize patients, customers, and health care professionals with the benefits of Tandem Diabetes' pumps and related services.
  • Creating value for the health care professionals by differentiating Tandem Diabetes Care products and clinical services.
  • Conducting educational classes for patients through direct patient care that support diabetes education in relation to insulin pump therapy and other advance diabetes management skills in order to gain prospective and retain existing customers.
  • Providing product/service information directly to the consumer/end user via health fairs, conventions or in conjunction with promotions.
  • Interacting with the local Regional Clinical Manager for guidance on technical and training issues.
• 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.

YOU'RE AWESOME AT:

• 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
• Continuing education on patient education on the technical use of insulin pump therapy and special considerations related to pump therapy in the marketplace.
• 5 years of clinical diabetes experience conducting diabetes education programs to patients, physicians, and health care professionals.
• 2 years of hands-on clinical experience with insulin pumps, infusion sets and Continuous Glucose Monitoring systems
• 2 years of experience with use of electronic documentation systems.
• 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 patient populations.
• Ability to relate effectively with patients 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.
• Clear communication skills to impart product information over the telephone to patients/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

EXTRA AWESOME:

• Bilingual-English/Spanish desired (not required)
• 2 years of related industry experience preferred
• Knowledge of HIPAA desired

WHAT'S IN IT FOR YOU?
In addition to innovative technology, we have a culture that fosters the idea that the happiest people are the most productive people. Not only do we hire forward-thinking achievers to join our workforce; we reward, develop, and retain them too. Just one of the many reasons of how we #StayAwesome! To learn more about our culture and benefits please visit https://www.tandemdiabetes.com/careers.
BE YOU, WITH US!
Tandem is firmly committed to being an equal opportunity employer and maintaining a diverse and inclusive environment. We value and embrace that every single one of us brings value to the table. But sometimes we forget that when we don't meet 100% of a job description's criteria - maybe you're feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us.
COMPENSATION & BENEFITS:
The starting base pay range for this position is $72,000 - $90,100annually. Base pay will vary based on job-related knowledge, skills, experience and may also fluctuate depending on candidate's location and the overall job market. In addition to base pay, Tandem offers a competitive compensation package that includes bonus, equity, and a robust benefits package.
Tandem offers health care benefits such as medical, dental, vision, health savings accounts and flexible saving accounts. You'll also receive 10 paid holidays per year, a minimum of 20 days of paid time off (starting in year 1) and have access to a 401k plan with company match. Learn more about Tandem's benefits here!
YOU SHOULD KNOW:
Potential new employees must successfully complete a drug screen (excludes marijuana) and background check which includes criminal search, education certification and employment verification prior to hire.
REFERRALS:
We love a good referral! If you know someone that would be a great fit for this position, please share!
If you are applying for this job and live in California, please read Tandem's CCPA Notice: https://www.tandemdiabetes.com/careers/california-consumer-privacy-act-notice-for-job-applicants.
APPLICATION DEADLINE:
March 22nd 2024
#LI-Remote
SPONSORSHIP:
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.