Clinical Support Specialist

🔥 1 hour ago

🇺🇸 United States – Remote

💵 $75k - $93k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Tandem Diabetes Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🏭 Manufacturing

🔧 Hardware

Healthcare • Manufacturing • Hardware

Tandem Diabetes Care is a medical device company that designs and manufactures insulin pumps and automated insulin delivery systems powered by its Control-IQ+ predictive algorithm. Its products, including the t:slim X2 and Tandem Mobi, integrate with continuous glucose monitors and compatible smartphones, support remote software updates, and are accompanied by mobile and cloud-based applications, training, and 24/7 support to help people manage insulin therapy.

📋 Description

• 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