Clinical Support Specialist; Remote - PST

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.

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 diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause.

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The Clinical Support Specialist (CLSS) is responsible for providing product education, training and support for customers primarily through telephone or video conference platforms. CL SS 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.

• 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 Procedure.
• Uses 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.
• 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.
• 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.
• Confirm 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.
• Performs other duties and schedules as assigned.

Remote:
This position is fully…