Clinical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver product education, training, and support mainly via telephone or video conferencing platforms.

• Offer escalated technical and/or clinical assistance and education to existing customers and healthcare professionals.

• Respond to inbound calls or emails transferred from Customer Technical Support within one business day.

• Conduct scheduled video remote pump training sessions.

• Address customer concerns by adhering to approved communication guidelines, product labeling, and diabetes standards of care.

• Utilize video platforms such as Teams or Zoom to assess and address customer issues and training requirements.

• Provide prompt resolution, education, and training using approved materials and clinical guidelines.

• Facilitate virtual educational classes covering general diabetes education, Tandem products, and advanced insulin pump therapy management.

• Accurately document customer interactions in CRM systems and/or for the Customer Technical Support team.

• Collaborate with field clinical or sales teams when additional on-site action is necessary.

• Recognize potential health and safety issues and adhere to internal notification protocols.

• Serve as a customer advocate, representing customer needs effectively.

• Engage in education, certification, and promotion for healthcare professionals and external trainers as directed.

• Conduct educational sessions supporting diabetes technology and pump therapy education for both prospective and existing customers.

• Share product and service information at health fairs, conventions, or promotional events.

• Complete the necessary training plan prior to assuming job responsibilities.

• Ensure adherence to company policies, HIPAA regulations, as well as legal and safety requirements.

• Execute other assigned duties and schedules as necessary.

⛳️ Requirements

• Exceptional communication skills.

• Proficient in diabetes self-management skills, including insulin pumps, infusion sets, continuous glucose monitoring equipment, carbohydrate counting instruction, medication management, chronic complications, and emergency management.

• Ability to effectively relate to customers and healthcare professionals.

• Capability to coach customers individually to answer inquiries and resolve product-related concerns.

• Proficient in communicating with customers to resolve issues in accordance with company protocols and requirements.

• Skilled in presenting educational content through telephone and video conferencing.

• Ability to respond to changing situations promptly, calmly, and confidently.

• Capacity to thrive in a fast-paced, dynamic market.

• Highly skilled in Microsoft Office Suite (Word, Excel, and Outlook) and internet; familiarity with CRM software is preferred.

• Knowledge of HIPAA regulations is desired.

• Ability to work autonomously.

• Bilingual in English and Spanish is preferred.

• RN, RD, RPh, or a comparable combination of education and relevant job experience.

• Maintenance of registration and licensure through ongoing clinical education.

• Must be a Certified Diabetes Care and Education Specialist (CDCES) or CDCES-eligible.

• Continuing education in the technical use of insulin pump therapy and related special considerations is required.

• At least 5 years of clinical diabetes experience in conducting diabetes education programs for customers, physicians, and healthcare professionals.

• A minimum of 2 years of hands-on clinical experience with insulin pumps, infusion sets, and continuous glucose monitoring systems.

• At least 2 years of experience with electronic documentation systems.

• Applicants must be authorized to work for any employer in the U.S.

• Successful completion of a pre-employment drug test and background check is required.

🏝️ Benefits

• Equipment necessary for the role will be provided.

• Medical, dental, and vision benefits available from the first day of employment.

• Health savings accounts offered.

• Flexible spending accounts available.

• 11 paid holidays each year.

• A minimum of 20 days of paid time off, with accrual beginning on day 1.

• 401(k) plan with company matching contributions.

• Employee Stock Purchase plan.

• Incentive compensation opportunities.

• Equity options.

• Comprehensive benefits package provided.