A DAY IN THE LIFE:
The Clinical Support Specialist (CLSS) is responsible for providing product education, training, and support for customers primarily through telephone or video conference platforms. CLSS is responsible for providing escalated technical and/or clinical support and education to current customers 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 Customer Training and Documentation Procedures 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 customers 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.
• 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 customers 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.

WHAT YOU'LL NEED:

• 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 customer education on the technical use of insulin pump therapy and special considerations related to pump therapy in the marketplace.
• Bilingual-English/Spanish desired.
• 5+ years of clinical diabetes experience conducting diabetes education programs to customers, 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 customer populations.
• Ability to relate effectively with customers 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 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 customers/health care support
• Able and motivated to work independently

WHEN & WHERE YOU'LL WORK:

Remote: This position is fully remote with specific shift/time zone requirements and open to candidates within the United States. Equipment for the role will be provided and training will occur virtually.

COMPENSATION & BENEFITS:

The starting base pay range for this position is $75,000 - $93,000 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!

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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