Specialist 2, Retention

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 at tandemdiabetes.com.

A DAY IN THE LIFE:

Retention Specialist 2 will perform a variety of tasks with the primary goal of reducing customer attrition. Responsible for customer escalations, outreach to customers at risk of attrition, and a multitude of tasks supporting the CSS department. Specialist will interface with customers to address complex concerns forwarded from internal teams, field team and social media. Retention Specialist will contact customers to discuss available resources and product features with the goal of reducing customer attrition and improving customer satisfaction. Act as a subject matter expert on insurance and order processing. Handles all calls in compliance with all the appropriate regulatory requirements outlined by departmental Standard Operating Procedures SOPs.

• Makes outbound phone calls to proactively manage a pipeline of customers to measure patient experience and provide support.
• Communicates with existing customers (by phone, text, and email) in response to complex customer surveys to ensure customer needs are addressed in a timely manner.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to customer requests.
• Ability to work in high volume environment providing solutions and services to customers that on occasion may be in a stressful situation; ability to defuse situations.
• Notifies department management of deficits in systems or processes and proposes recommendation improvements.
• Acts as a customer advocate to represent customer needs internally.
• Confirms completion of required training plan before assuming job responsibilities.
• Consistently meets or exceeds Tandem Diabetes Customer Care metrics for the role of Customer Sales Support or Customer Supplies Support which include quality/accuracy, call monitoring, and schedule adherence requirements.
• Complies with department’s attendance policy.
• Accurately documents interactions, calls, and other feedback into the customer relationship management (CRM) system in accordance with HIPAA guidelines.
• Collaborate with other Tandem departments to support patients regarding our products and services.
• Handles customer escalation queue.
• Evaluate and process supply return, exchange, and goodwill requests.
• Handles file merge requests.
• Ability to float to support other CSS teams as needed.
• Maintains up to date knowledge of Tandem Diabetes Care products, diabetes care disease state and therapy platforms.
• Customer entry and frontline supply support to patients who acquire a Tandem pump secondhand.
• Contact insurance plans for insurance verification, pre-authorization to address complex plan requirements and procedures.
• Resolve customer payment discrepancies, and billing issues.
• Outreach to customers who do not place supply pumps orders as anticipated and process supply orders on request.
• Process of all Tandem Employee Loaner pump shipments and return authorization entry.

YOU’RE AWESOME AT:

• Bachelor’s Degree or equivalent combination of education and applicable job experience.
• 2 years recent experience interfacing with customers in a service or sales support role including a combination of:
  • Experience in customer sales support or customer technical support role within medical device, technology, or similar highly preferred field.
  • Patient insurance processing and support.
  • Experience being accountable for outbound phone quotas in a challenging, fast paced, changing environment.
  • Experience in patient diabetes education.
• Advanced Tandem pump product knowledge.
• Strong critical thinking and problem-solving skills
• Adept at seeing change as an opportunity to improve business performance and campaigning for it when necessary.
• General knowledge of durable medical equipment policies, health insurance providers and reimbursement policies as it relates to diabetes supplies preferred.
• Demonstrated ability to effectively communicate over the phone with customers to resolve issues and answer questions according to department protocols and requirements.
• Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.
• Effective call handling skills and a proven track record of excellent customer service based on call handling or related metrics.
• Able to assert own ideas and persuade others through effective oral and written communication.
• Skilled at promoting team cooperation and a commitment to team success.
• Computer competency including MS office, Internet, and navigation of customer relationship management (CRM) systems.
• Adaptable to frequent process changes, and quickly adheres to updated practices.

EXTRA AWESOME:

• Bilingual English/Spanish preferred.

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 $22 -$24 per hour plus incentive compensation (commission-based compensation is based on the achievement of goals). 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:

February 9th, 2024

#LI-Remote #LI-KL1