Clinical Support Specialist

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 the "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 Tandem Mobi system and t:slim X2 insulin pump with Control-IQ+ technology - an advanced predictive algorithm that automates insulin delivery. 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 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.

Clinical Support Specialists at Tandem are also responsible for:

• 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 support open clinical territories, which could include travel to various US locations. Interim support activities may include but are not limited to:
  • 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.
  • Co-managing training coordination with CTC. Responsible for managing training dashboard for assigned territories.
  • Scheduling and delivering pump trainings in the covered territories for patients with other training options are not available.
  • 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
  • Seeks guidance from the Regional Clinical Manager on technical/ training topics, and other territory needs or issues.
  • Aligns on plan to provide identified HCP/trainer support if/when needed.
  • Conducting educational classes for patients 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.

WHEN & WHERE YOU'LL WORK:

Remote: This position is fully remote and open to candidates within the United States. Equipment for the role will be provided and training will occur virtually.

Schedule: This position will work Monday - Friday from 8:00 AM - 5:00 PM PST or equivalent based on time zone.

WHAT YOU'LL NEED:

Knowledge, skills & abilities:

• 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 patient populations.
• Ability to relate effectively with patients 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 pace, 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 patients/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.

Minimum certifications/educational level:

• 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 patient education on the technical use of insulin pump therapy and special considerations related to pump therapy in the marketplace.

Minimum experience:

• 5 years of clinical diabetes experience conducting diabetes education programs to patients, 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.

COMPENSATION & BENEFITS:

The starting base pay range for this position is $72,000 - $90,100 annually. Base pay will vary based on job-related knowledge, skills, experience and may also fluctuate depending on candidate's location and the overall job market. In addition to base pay, Tandem offers a competitive compensation package that includes bonus 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) and you will have access to a 401k plan with company match as well as an Employee Stock Purchase plan. Learn more about Tandem's benefits here!

YOU SHOULD KNOW:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local Fair Chance laws and regulations. A conditional offer of employment from Tandem is contingent upon successful completion of a pre-employment screening process comprised of a drug test (excluding marijuana) and background check, which includes a review of criminal history information.

Tandem has good cause to conduct a review of criminal history information of candidates for this position, as this role may involve access to proprietary, sensitive and/or confidential information, including customer protected health information. This review is required to ensure that individuals in such roles uphold high standards of trust and integrity so as to protect the interests of our customers, employees, and stakeholders.

SPONSORSHIP: Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

WHY YOU'LL LOVE WORKING HERE:
At Tandem, we believe joy fuels excellence. That's why we've built a workplace that celebrates your achievements and supports your well-being. Our team thrives on pushing boundaries and fostering growth, all while maintaining a spirit of fun and camaraderie. This is just one of the ways we stay awesome! Explore the benefits and reasons to love Tandem at https://www.tandemdiabetes.com/careers.

BE YOU, WITH US!

We embrace the value that every single one of us brings to the table. But sometimes we forget that when we don't meet 100% of a job description's criteria - maybe you're feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us.

Tandem is firmly committed to being an equal opportunity employer and does not discriminate on the basis of age, disability, sex, race, religion or belief, gender identity or expression, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We are an inclusive organization, and we welcome applications from a wide range of candidates. Selection for roles will be based on individual merit alone.

REFERRALS:
We love a good referral! If you know someone who would be a great fit for this position, please share!

APPLICATION DEADLINE:
The position will be posted until a final candidate is selected for the requisition or the requisition has a sufficient number of applications.

Make a move that matters. Join Tandem Diabetes Care, where we're turning challenges into triumphs every day and where your talents will help shape a healthier, happier tomorrow.

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