Clinical Support Specialist - Markham, Canada - Tandem Diabetes Care Canada, Inc.

Tandem Diabetes Care Canada, Inc.

Verified Company

Markham, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

GROW WITH US:

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 a "no-shortcuts" approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME:

Tandem Diabetes Care is proud to manufacture and sell the t:slim X2 insulin pump with Control-IQ technology. We're also 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.

Since many of our own team members live with type 1 diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause.

Learn more at

A DAY IN THE LIFE:

The Clinical Support Specialist (CL SS) 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 customers 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.

PRIMARY DUTIES & RESPONSIBILITIES:

Conducts scheduled video remote pump trainings per Remote Training Procedure SOP QS
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.
May travel to various locations to provide interim clinical education and support to open territories.

Interim support tasks to include:

Collaborating with Territory Manager, Regional Sales Manager, Regional Clinical Manager and Clinical Training Coordinator to prioritize, plan and implement clinical support needs in assigned territory.
Scheduling and delivering pump trainings in the covered territories for customers in order to familiarize customer with the benefits of Tandem Diabetes' pumps and related services.
Conducting educational classes for customers through direct patient care that support diabetes education in relation to insulin pump therapy and other advance diabetes management.
Interacting with the local Regional Clinical Manager for guidance on technical and training issues.
Confirms completion of required training plan before assuming job responsibilities.
Ensures work is performed in compliance with company policies and other regulatory, legal, and safety requirements.
Performs other duties and schedules as assigned.

YOU'RE AWESOME AT:

Knowledge, skills & abilities:

Excellent communication skills.
Proficient in diabetes selfmanagement skills, including use of insulin pumps, infusion sets, continuous glucose monitoring equipment, carbohydrate counting instruction, medication management, insulin dose adjustment, chronic complications, and emergency management to a variety of patient populations.
Demonstrated ability to coach customers on a oneonone basis to answer questions and resolve product related issues.
Demonstrated ability to effectively communicate with customers to resolve issues and answer questions according to company protocols and requirements.
Skilled at presenting educational material in a clear, concise manner to various audiences through