Clinical Support Specialist
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Job Description
Clinical Support Specialist educating U.S. diabetes patients and healthcare professionals on Tandem insulin pumps and glucose monitoring systems. Providing escalated clinical support, remote training, and diabetes technology education.
Responsibilities:
- Provide product education, training, and support to customers primarily by telephone or video conference
- Provide escalated technical and/or clinical support and education to current customers and healthcare professionals
- Determine the complexity level of each contact to achieve the highest resolution
- Provide educational intervention and call summaries to the Customer Technical Support team for CRM documentation and case closure
- Respond within one business day to inbound calls or emails transferred from Customer Technical Support
- Conduct scheduled remote video pump trainings using approved procedures, communication guidelines, product labeling, and diabetes standards of care
- Use video platforms such as Teams or Zoom to assess and resolve customer issues and training needs
- Deliver timely resolution, education, and training using approved materials and clinical guidelines
- Conduct virtual educational classes on diabetes education, Tandem products, and advanced insulin pump therapy
- Document customer contacts accurately in the CRM system and/or with the Customer Technical Support team
- Communicate with field clinical or sales teams when additional action is required
- Identify potential health and safety issues and follow internal notification procedures
- Advocate for customer needs
- Seek guidance from the Regional Clinical Manager and align on HCP/trainer support plans
- Conduct educational classes supporting diabetes technology and pump therapy education
- Provide product and service information at health fairs, conventions, or promotions
- Complete the required training plan before assuming job responsibilities
- Ensure compliance with company policies, Privacy/HIPAA, and regulatory, legal, and safety requirements
Requirements:
- RN, RD, RPh, or equivalent combination of education and applicable job experience
- Must be Certified Diabetes Care and Education Specialist (CDCES) or CDCES eligible
- Continuing education on technical insulin pump therapy and related marketplace considerations
- Bilingual English/Spanish desired
- 5+ years of clinical diabetes experience conducting diabetes education programs for customers, physicians, and healthcare professionals
- 2+ years of hands-on clinical experience with insulin pumps, infusion sets, and continuous glucose monitoring systems
- Proficiency in diabetes self-management skills, including insulin pumps, infusion sets, continuous glucose monitoring, carbohydrate counting, medication management, chronic complications, and emergency management
- Ability to relate effectively with customers and healthcare professionals
- Ability to coach customers one-on-one and resolve product-related issues according to company protocols
- Skilled at presenting educational material clearly through telephone and video conferencing technologies
- Ability to work in a fast-paced, changing market and campaign for improvements
- Highly proficient in Microsoft Office Suite, including Word, Excel, and Outlook
- Internet and CRM software familiarity preferred
- Knowledge of HIPAA desired
- Clear communication skills for imparting product information by telephone
- Able and motivated to work independently
- Pacific Time Zone schedule: Monday–Friday, 8:00 a.m.–5:00 p.m. PT, plus one evening per week and one weekend every 2–3 months
- Must be authorized to work for any employer in the United States; visa sponsorship is unavailable
- Successful pre-employment drug test, excluding marijuana, and background check required
Benefits:
- Equipment for the role will be provided
- Virtual training
- Bonus
- Medical, dental, and vision benefits available the first day
- Health savings accounts
- Flexible spending accounts
- 11 paid holidays per year
- Minimum of 20 days of paid time off, with accrual starting on day 1
- 401(k) plan with company match
- Employee Stock Purchase plan
- Workplace focused on achievements, well-being, growth, fun, and camaraderie
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