Inbound Pump Sales Specialist (Remote)

Tandem Diabetes Care

1d•$20 - $22•Hybrid

About The Position

This job posting is intended to gauge interest and identify qualified candidates for potential future openings. The Inbound Pump Sales Specialist is responsible for managing inbound queue calls, responding to inquiries, and placing and receiving sales calls to new and existing pump customers. This role converts sales leads to qualified opportunities by supporting customers through the PIF (Patient Information Form) process, understanding their needs, and providing information regarding products & services while creating an excellent customer experience. The specialist will also assist in the completion of customer orders through the insurance verification process, meet and exceed monthly goals, and continuously convert potential pump customers. They will provide product education to customers and communicate with them via phone, email, SMS, and/or fax, explaining product operation and use. Existing customers will be contacted for product update information for pump renewals. The role involves responding to direct patient inquiries and requests from Territory Managers, Clinical Diabetes Sales Specialists, and Health Care Providers. Efficiently responding to advanced customer inquiries and resolving patient barriers to therapy adoption through professional, ethical, and persuasive sales skills is key. Interactions, calls, and lead information will be documented in the customer relationship management (CRM) system in accordance with HIPAA guidelines. The specialist will deliver superior front-line customer support, adhere to procedures, and manage calls to maximize time and effort to achieve daily metrics. Converting competitor pump users to Tandem products, communicating order status updates, and verifying order accuracy with patients are also responsibilities. The role administers aspects of the reimbursement process, including verifying insurance benefits, determining cost share amounts, collecting required documentation, and coordinating shipments. Collaboration with the Reimbursement Department to ensure data meets invoicing requirements and notifying management of system deficits with proposed resolutions are expected. The specialist will work as part of the support team, including the Field Sales team, to ensure proactive communication of prospective customer order status. Maintaining up-to-date knowledge of Tandem Diabetes Care products, diabetes care disease state, therapy platforms, and competitor products is essential. Participation in sales meetings, conference calls, training programs, and trade shows is required. Work must be performed in compliance with company policies, including Privacy/HIPAA and other regulatory, legal, and safety requirements. Additional projects as assigned and achieving assigned goals/metrics are also part of the role.

Requirements

Bachelor’s Degree or equivalent combination of education and applicable job experience.
1-year recent experience interfacing with customers in a sales support role including a combination of:
Experience in field sales or telesales experience in medical device, technology or similar field.
Experience being accountable for sales quotas in a challenging, fast paced, changing environment.
Experience in patient diabetes education.
Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.
Adaptability to changing shifts on a Quarterly basis
Demonstrated ability to effectively communicate over the phone with customers to resolve issues and answer questions according to department protocols and requirements.
Able to apply distinctive phone sales skills and product knowledge to address and alleviate patient concerns and to promote the sale of products.
Computer competency including MS office, Internet, and navigation of customer relationship management (CRM) systems.
Applicants must be authorized to work for any employer in the U.S.

Nice To Haves

Knowledge of diabetes, unmet needs of diabetes therapies, and benefits of insulin pump therapy and continuous glucose monitoring or other disease management devices/diagnostics desirable.
Knowledge of durable medical equipment policies, health insurance providers and reimbursement policies as it relates to diabetes supplies preferred.
Bilingual English/Spanish preferred.
Knowledge of call handling phone systems is preferred.
Experience and knowledge of diabetes is preferred.

Responsibilities

Managing inbound queue calls, responding to inquiries, placing and receiving sales calls to new and existing pump customers.
Converting sales leads to qualified opportunities by supporting customers through the PIF (Patient Information Form) process.
Understanding customers’ underlying needs or issues and providing information regarding products & services while creating an excellent customer experience.
Assisting in the completion of customer orders through the insurance verification process.
Meeting and exceeding monthly goals (dept. key performance indicators) with an ongoing commitment to grow selling skills, product and industry knowledge.
Continuously converting potential pump customers to meet or exceed department key performance indicators.
Providing product education to customers as they contact Tandem to support their therapeutic needs and goals.
Communicating with potential customers (by phone, email, SMS, and/or fax), and explaining the operation and use of all products offered by Tandem Diabetes Care; ensuring all questions are thoroughly answered and sales are generated.
Communicating with existing customers to provide product update information for customers interested in renewing their pump.
Promoting benefits of in-warranty pumps.
Responding to direct patient inquiries as well as requests from Territory Managers, Clinical Diabetes Sales Specialists, and Health Care Providers, to discuss Tandem Diabetes Care products and services.
Efficiently responding to advanced customer inquiries, effectively addressing and resolving patient barriers to therapy adoption through professional, ethical and persuasive sales skills to lead the customer to action and purchase a Tandem pump.
Documenting interactions, calls, and lead information, initiating opportunities into the customer relationship management (CRM) system in accordance with HIPAA guidelines.
Delivering superior front-line customer support by adhering to customer and sales support procedures.
Managing calls to maximize time and effort on the job to achieve daily metrics.
Converting competitor pump users to Tandem products.
Communicating with customers on status updates in the order process.
Verifying accuracy of order to the patient and relaying health insurance coverage.
Managing the relationship with each customer by administering certain aspects of the reimbursement process by: Verifying insurance benefits to determine cost share amounts for prospective customer responsibility, Collection of all required documentation, Coordinating shipments of products to customers.
Working with Reimbursement Dept. to ensure data provided meets invoicing requirements.
Notifying department management of any deficits in systems with proposed resolutions for corrections.
Working as part of the support team, including members of the Field Sales team, to ensure proactive communication of prospective customer’s order status.
Maintaining up to date knowledge of Tandem Diabetes Care products, diabetes care disease state and therapy platforms including pump therapy, as well as becoming well versed in competitor products, programs, and alternative therapies.
Attending and participating in sales meetings, conference calls, training programs, and trade shows as directed by management.
Ensuring work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.
Achieving assigned goals/ metrics as established by the Supervisor/ CSS department.