Specialist 1, Pump Sales Associate

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:

• Makes outbound phone calls to proactively manage a pipeline of renewal customers in preparation for their next pump purchase.
• Communicates with existing customers (by phone and email) to provide product update information for customers interested in renewing their pump.
• Receives inbound phone calls to begin the sales or provide patient updates on sales process
• Proactively manages pipeline leads to ensure prompt follow up and execution from inquiry status to purchase.
• Responds to direct/distributor patient inquiries as well as requests from Territory Managers, Clinical Diabetes Sales Specialists, to discuss Tandem Diabetes Care products and services.
• Verifies accuracy of order to the patient and relays health insurance coverage.
• Communicates with potential customers (by phone, email, SMS, and/or fax), efficiently responding to advanced customer inquiries, effectively addressing and resolving patient barriers to therapy adoption through professional, ethical, and persuasive sales skills to lead the customer to action.
• Documents interactions, calls, and lead information into the customer relationship management (CRM) system in accordance with HIPAA guidelines.
• Delivers superior front-line customer support by adhering to customer and sales support procedures.
• Manages calls to maximize time and effort on the job to achieve daily metrics.
• Converts competitor pump users to Tandem products.
• Manages the relationship with each customer by administering certain aspects of the reimbursement process by:
  • Relaying insurance benefits to determine cost share amounts for prospective customer responsibility
  • Coordinating shipments of products to customers.
• Maintains up to date knowledge of Tandem Diabetes Care products, diabetes care disease state and therapy platforms including pump therapy, as well as becoming well versed in competitor products, programs, and alternative therapies.
• Attends and participates in conference calls, and training programs, as directed by management.
• Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.
• Additional duties as assigned.

YOU’RE AWESOME AT:

1. Knowledge, skills & abilities:

• Knowledge of diabetes, unmet needs of diabetes therapies, and benefits of insulin pump therapy and continuous glucose monitoring or other disease management devices/diagnostics desirable.
• 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, email, or text with customers to resolve issues and answer questions according to department protocols and requirements.
• Able to apply distinctive phone sales skills and product knowledge to address and alleviate patient concerns and to promote the sale of products.
• 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.
• Bilingual English/Spanish preferred.
• Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information.
• Skilled at promoting team cooperation and a commitment to team success.
• Adept at seeing change as an opportunity to improve business performance and campaigning for it when necessary.
• Computer competency including MS office, Int