Sr. Clinical Support Specialist

<p><strong>GROW WITH US:</strong></p> <p>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. Tandem is always looking to add talent that can help us manage our interests globally.</p> <p><strong>STAY AWESOME:</strong></p> <p>Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with -IQ technology — an advanced predictive algorithm that automates insulin delivery.</p> <p>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 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<span> </span></p> <p><strong>A DAY IN THE LIFE:</strong></p> <p>The Sr. Clinical Support Specialist (SrCLSS) is responsible for, but not limited to, quality monitoring, coaching and training team members, and representing the region on inter-department Tandem projects. <br/>The SrCLSS exemplifies strong subject matter knowledge to train and counsel team members and customers on T1 diabetes management and Tandem solution portfolio.<br/>The SrCLSS is priorly responsible for providing product education, training, and support for customers, managing escalated needs, and completing appropriate documentation in the Client Relationship Management (CRM) system.<br/>The SrCLSS handles all customer interactions in compliance with Diabetes Standards of Care, labeling and as outlined by departmental SOPs.</p> <p>Working as The Sr. Clinical Support Specialist, you'll...</p> <ul> <li>Schedule and deliver pump/product training for colleagues, patients, customers, and health care professionals (Certified Diabetes Care and Education Specialists and Prescribers) to familiarize patients, customers, and health care professionals with the benefits of Tandem Diabetes’ pumps and related services.</li> <li>Are the region’s clinical expert on T1 diabetes management and Tandem’s solutions and products.</li> <li>Handle customer (clinical) escalations.</li> <li>Communicate and partner with internal teams for process improvement and company initiatives when appropriate and/or when additional action is required.</li> <li>Identify potential health and safety issues with products and techniques and follow appropriate internal notification procedures.</li> <li>Lead job-specific training, shadowing, and onboarding team members on clinical level.</li> <li>Ensure correct procedures are followed and routinely provide direction to the team.</li> <li>Coordinate or provide coverage for staff when needed (i.e. queue and training coverage for PTO).</li> <li>Submit timely reports and feedback Management.</li> <li>Recommend changes and assist with revising policies, processes, and work instructions for clinical and sales department based on identified knowledge gaps.</li> <li>Participate in interviewing candidates and provide input on hiring decisions, if needed.</li> <li>Confirm completion of required and ongoing training plan (e.g. onboarding new team members).</li> <li>Ensure work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.</li> <li>Collaborate with Sales, Medical Affairs, and Customer Support teams to deliver a seamless customer experience.</li> <li>Uphold company compliance with all regulatory, privacy, and legal requirements.</li> </ul> <p><span><strong>WHAT YOU’LL NEED:</strong></span><span> </span><span> </span></p> <ul> <li>Excellent communicator, able to earn trust with both HCPs and patients.</li> <li>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.</li> <li>Proficient in Type 1 and Type 2 diabetes self-management, including: insulin pumps, AID systems, CGMs, infusion sets, carbohydrate counting, and emergency protocols.</li> <li>Skilled at effectively leading a cooperative team effort, building engagement and organizing resources to achieve team goals.</li> <li>Experience working independently and effectively in a remote team environment, communicating effectively, resolving issues efficiently and contributing to the improvement of the infrastructure.</li> <li>Strong critical thinking skills with the ability to take known concepts and apply them to solve new or different problems.</li> <li>Ability to assert own ideas and persuade others thro