Clinical Support Specialist (Remote - CDCES)

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:

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.  This position will need to service call queues with MST and/or PST working hours.

• 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.

YOU’RE AWESOME AT:

• Excellent communication skills.
• Proficient in diabetes self-management skil