Specialist 1, Supply Sales

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:

Responsible for providing customer sales support for end users.  Processes customer orders via phone, fax, email, and other media.  Performs an insurance verification check prior to processing the order to ensure proper reimbursement and timely shipment of orders.   

PRIMARY DUTIES & RESPONSIBILITIES:

• Responsible for timely customer reorders by receiving inbound calls to initiate supply reorders and service customers of their supply reorder need.
• Processes all aspects of the order process for customers by:
  • Verifying insurance benefits
  • Collecting and updating patient and insurance information
  • Documenting customer requests accurately and efficiently
  • Anticipating problems and initiating actions to ensure customers’ orders are processed and shipped efficiently
  • Proactively communicating backorders/delivery dates to the customer and processing customer orders to completion
• Interacts with field sales team to resolve customer issues.
• Works with Reimbursement Dept. to ensure data provided meets billing requirements.
• Assists with distributor orders and maintains distributor relations as needed
• Manages and resolves patient issues in a professional manner; escalates to as needed
• Conducts follow up calls with customers regarding order status and research issues off line as needed
• Maintains active communication by responding to inquiries from customers, distributors, HCPs, and sales force regarding orders and shipment schedules
• Documents all interactions and calls into the Customer Relationship Manager (CRM) system in accordance with QA/RA and HIPAA guidelines
• Ensures all patient documents are on file as mandated by Tandem and regulatory requirements
• Accurately follows payer guidelines and protocols to ensure proper reimbursement for customer orders
• 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
• Additional duties as assigned

 YOU’RE AWESOME AT:

Knowledge, skills & abilities:

•  Excellent customer service skills with the ability to process orders efficiently and effectively
• Excellent written and verbal communication skills
• Demonstrated ability to effectively resolve customer issues and answer questions according to department protocols and requirements
• Demonstrated ability to work accurately, follow instructions and handle multiple priorities
• Proficient with MS Office suite (Word, Excel, Outlook) and Internet
• Knowledge of ERP & customer relationship management (CRM) systems desirable
• Knowledge of medical device industry and DME insurance practices desirable
• Knowledge of diabetes preferred
• Knowledge of insurance verification preferred
• Bilingual English/Spanish desirable
• Assists with training new hires

Minimum certifications/educational level:

• High school diploma
• Post-secondary education preferred

Minimum experience:

• 1 year experience in a customer service environment of which six (6) months must be placing/receiving inbound/outbound calls
• Inbound call experience (up to 40 calls a day per rep) in an order entry role
• Experience documenting calls by typing on a keyboard while speaking to a customer on the phone

 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 workfor