[Hiring] Clinical Support Specialist @Tandem Diabetes Care

Role Description

The Clinical Support Specialist (CLSS) is responsible for providing product education, training, and support for customers primarily through telephone or video conference platforms. CLSS 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.

• 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 to respond 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.
• 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.

Qualifications

• 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-paced, 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.

Requirements

• 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 customer 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 customers, 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 related industry experience preferred.
• 2 years of experience with use of electronic documentation systems.

Benefits

• The base pay for this position is $74,000 - $92,000 annually.
• In addition to base pay, Tandem offers a competitive compensation package that includes incentive compensation, equity, and a robust benefits package.
• Tandem offers health care benefits such as medical, dental, vision available your first day, as well as health savings accounts and flexible saving accounts.
• You’ll also receive 11 paid holidays per year, a minimum of 20 days of paid time off (with accrual starting on day 1).
• You will have access to a 401k plan with company match as well as an Employee Stock Purchase plan.