Clinical Support Specialist - Pacific Time Zone

Tandem Diabetes Care

3d•$75,000 - $93,000•Remote

About The Position

The Clinical Support Specialist (CLSS) is responsible for providing product education, training and support for patients primarily through telephone or video conference platforms. CLSS 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. The role will be for the Pacific Time Zone with a shift of Mon-Fri, 8am - 5pm pt. The role will also work one evening per week and one weekend every 2-3 months. The CLSS at Tandem is 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.

Requirements

RN, RD, RPh or equivalent combination of education and applicable job experience.
Maintenance of registration and licensure through clinical education.
Certified Diabetes Care and Education Specialist (CDCES) or CDCES eligible.
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.
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 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).
Ability to work in a fast-paced, ever-changing market and see change as an opportunity to improve business performance.
Highly proficient in Microsoft Office Suite (Word, Excel, and Outlook) and Internet with CRM software familiarity preferred.
Clear communication skills to impart product information over the telephone to patients/health care support.
Able and motivated to work independently.
Applicants must be authorized to work for any employer in the U.S.

Nice To Haves

Continuing education on patient education on the technical use of insulin pump therapy and special considerations related to pump therapy in the marketplace.
Bilingual-English/Spanish desired.
Knowledge of HIPAA desired.

Responsibilities

Provide product education, training, and support for patients via telephone or video conference.
Provide escalated technical and/or clinical support and education to current patients and HCPs.
Determine the level of complexity of each contact to achieve the highest resolution.
Provide educational intervention and call summary to the CTS team for CRM documentation.
Respond to inbound calls or emails transferred from CTS within one business day when clinical and/or escalated support is needed.
Conduct scheduled video remote pump trainings.
Respond to customer concerns or inquiries using approved guidelines, product labeling, and diabetes standards of care.
Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
Utilize video capabilities to assess and resolve customer issues, questions, training/education needs, and concerns.
Perform timely and satisfactory resolution, education, and/or training to customers.
Conduct virtual educational classes for patients on general diabetes education, Tandem product topics, or advanced insulin pump therapy management.
Record accurate and thorough documentation of customer contact calls within the CRM system and/or to the CTS team.
Communicate with field clinical or sales teams when appropriate or when additional field action is required.
Identify potential health and safety issues with products and techniques and follow appropriate internal notification procedures.
Act as a customer advocate to represent customer needs.
Support open clinical territories, which may include travel.
Collaborate with Territory Manager, Regional Sales Manager, Regional Clinical Manager, and Clinical Training Coordinator to prioritize, plan, and implement clinical support needs.
Co-manage training coordination with CTC and manage the training dashboard for assigned territories.
Schedule and deliver pump trainings in covered territories when other training options are unavailable.
Participate in education, certification, and promotion to healthcare professionals and external trainers about Tandem Diabetes’ products and services.
Seek guidance from the Regional Clinical Manager on technical/training topics and other territory needs or issues.
Align on a plan to provide identified HCP/trainer support.
Conduct educational classes for patients supporting diabetes technology and pump therapy education.
Provide product/service information directly to consumers/end-users via health fairs, conventions, or in conjunction with promotions.
Confirm completion of required training plan before assuming job responsibilities.
Ensure work is performed in compliance with company policies, including Privacy/HIPAA and other regulatory, legal, and safety requirements.