Patient Support Services Representative

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

The Patient Support Services Representative is a critical professional position within the Dexcom Patient Support Services department. The ideal candidate understands the pharmacy and medical patient and provider journey and is passionate about driving business growth through programs and initiatives. This is an exciting opportunity to join a new and a fast-growing team within our organization.

As part of the Patient Support Services team, you will work to improve the experiences our patients and providers have with Dexcom's support services from brand choice to product adherence. Your role will include compiling data and feedback, reviewing process and implementing process improvements updated in Business Rules. Your role will collaborate with multiple internal and external partners to improve and raise awareness of all Patient Support Services at Dexcom. Your role will also investigate issues, track critical metrics and support in reporting out results across all Patient Support programs.

Where you come in:

• You will collaborate, compile and improve Metrics through Patient Support Services programs.

• You will be responsible for case management, program issues, tracking, reporting, lessons learned and program updates.

• You will work through, track and implement improvements regarding customer concerns, feedback, and program needs.

• You will track critical metrics and support in reporting out results across all Patient Support Services programs.

• You will compile PowerPoint decks, internal dashboards and excel files for business reviews and company updates.

• You will maintain and track updates need in Business Rules, program improvements and process Maps.

• You will handle content at PSS TeamSite's and conducts periodic reviews.

• You will track enhancements with timelines at Dexcom and program partners.

• You will conduct Business Rules, contracting and scripts reviews with partners and implement updates to ensure up-to-date.

• You will review and update Medicaid and DME Matrix.

• You will apply and maintain tools and technology for Dexcom and partners.

• You will listen to call reviews and make suggestions for improvement.

• You will coordinate updates to PSS Trainings, Quick Reference Guide and decks, as well as the review of Tableai & Field Reports.

• You will implement satisfaction measurement at appropriate touchpoints throughout the journey.

• You will work cross-functionally with internal and external partners, customer insights and findings.

• All additional tasks needed to support Patient Support Services department as needed.

What makes you successful:

• You have experience with data analytics and presentation tools (Lucid Charts, Smartsheet's, Tableau, Excel & PowerPoint strongly preferred) and analysis of data trends.

• You have experience working in multi-disciplinary teams, i.e. marketing, sales, business transformation, operations.

• You have the ability to lead multiple programs and initiatives and thrive in a fast-paced, start-up mentality environment.

• You have experience working with customer support, tracking and making process improvement recommendations.

• You have experience of bridging the gap between the customer and business needs and working with strategy, insights and data teams, and communication this to teams and partners.

• You are proactive with a self-starter demeanor; comfortable with ambiguity and balancing multiple priorities/needs.

Experience and Education Requirements:

• Typically requires a Bachelor's degree and a minimum of 5-8 years of related experience.

Travel Required:

• 15-25%

What you’ll get:

• A front row seat to life changing CGM technology! Learn about our brave #dexcomwarriors community.

• A full and comprehensive benefits program.

• Growth opportunities on a global scale.

• Access to career development through in-house learning programs and/or qualified tuition reimbursement.

• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve!

Remote Workplace: Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available. Ask about our Flex workplace option.

Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com. 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com. 

View the OFCCP's Pay Transparency Non Discrimination Provision at this link. 

Meritain, an Aetna Company, creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files, please click on the URL provided:  https://health1.meritain.com/app/public/#/one/insurerCode=MERITAIN_I&brandCode=MERITAINOVER/machine-readable-transparency-in-coverage?reportingEntityType=TPA_19874&lock=true

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.
 

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