Clinical Support Specialist
San Diego, California, United States
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 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 https://www.tandemdiabetes.com/
WHEN & WHERE YOU’LL WORK:
This position is fully remote and open to candidates located in the Pacific Time Zone within the United States. Equipment for the role will be provided, and training will occur virtually.
Please note that rotating evening and weekend shifts required.
A DAY IN THE LIFE:
The Clinical Support Specialist (CL SS) is responsible for providing diabetes care and education to Tandem customer through personalized product training, troubleshooting and educational webinars. Product training is conducted primarily remotely through approved video platforms, following appropriate procedures and work instructions. Escalated clinical troubleshooting may be conducted via telephonic or video platforms in response to a referral from Customer Care or clinical/sales personnel. Provides educational intervention and call summary to Customer Care 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:
- Responds within one business day to inbound calls or emails transferred from Customer Care for escalated clinical troubleshooting, using telephonic and video platforms. Conducts scheduled video remote pump trainings per Customer Training Procedure and Patient Training and Documentation.
- Using approved Tandem Communication Guidelines, product labeling and diabetes standards of care, responds to customer concerns or inquiries.
- Demonstrates good clinical judgment in selecting methods and techniques for obtaining solutions in responding to customer requests.
- Utilizes video capabilities 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/webinars for patients that support general diabetes education, Tandem product specific topics or advanced insulin pump therapy management skills.
- Records accurate, timely and thorough documentation of customer contact calls within the CRM system and/or to Customer Care 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.
- 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.
WHAT YOU’LL NEED:
Knowledge, skills & abilities:
- Excellent communication skills, experience in telephonic and video support a plus.
- Proficient in diabetes self-management education, including use of automated insulin delivery systems, infusion sets, continuous glucose monitoring equipment, carbohydrate counting instruction, medication management, chronic complications, and diabetes emergency management to a variety of patient populations.
- Ability to relate effectively with patients and health care professionals.
- Demonstrated ability to effectively coach and 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 paced, 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) with CRM software familiarity preferred.
- Knowledge of HIPAA desired.
- 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 diabetes technology and special considerations related to insulin 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/automated insulin delivery systems, infusion sets, Continuous Glucose Monitoring systems, and therapy management software.
- 2 years of related industry experience preferred, diabetes clinical triaging experience a plus.
- 2 years of experience using of electronic documentation systems.
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 are firmly committed to being an equal opportunity employer and maintaining a diverse and inclusive environment. We value and embrace that every single one of us brings value 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.
COMPENSATION & BENEFITS:
The starting base pay range for this position is $72,000.00 - $90,100.00 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, equity, 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.
REFERRALS:
We love a good referral! If you know someone who would be a great fit for this position, please share!
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.
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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ApplyJob Profile
Must be in Pacific time zone Rotating evening and weekend shifts required
Benefits/PerksDiverse and inclusive environment Equal opportunity employer Equipment provided Fully remote Inclusive environment Virtual training
Tasks- Conduct product training
- Documentation
- Document customer interactions
- Provide diabetes education
- Training
- Troubleshoot customer issues
- Troubleshooting
Bilingual Clinical Education Clinical Judgment Communication Compliance Continuous Glucose Monitoring CRM CRM Software CRM System CRM systems Customer Care Customer Support Diabetes Diabetes Care Diabetes education Diabetes technology Documentation Education Educational training Emergency Management Excel HIPAA Insulin pump therapy Medication management Microsoft Office Microsoft Office Suite Monitoring Patient Education Product training Relationship Management RN Sales Training Troubleshooting Video Communication
Experience2 years
EducationBusiness Equivalent Equivalent combination of education and applicable job experience RD RN RPh
CertificationsCDCES Certified diabetes care and education specialist
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9