Sr. Clinical Support Specialist

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. Wed 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. Tandem is always looking to add talent that can help us manage our interests globally.

STAY AWESOME:

Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with -IQ technology an advanced predictive algorithm that automates insulin delivery.

But were so much more than that. Our companys 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 type 1 diabetes or have a loved one impacted by diabetes the work is personal and we are committed to the cause. Learn more

A DAY IN THE LIFE:

The Sr. Clinical Support Specialist (SrCLSS) is responsible for but not limited to quality monitoring coaching and training team members and representing the region on inter-department Tandem projects.
The SrCLSS exemplifies strong subject matter knowledge to train and counsel team members and customers on T1 diabetes management and Tandem solution portfolio.
The SrCLSS is priorly responsible for providing product education training and support for customers managing escalated needs and completing appropriate documentation in the Client Relationship Management (CRM) system.
The SrCLSS handles all customer interactions in compliance with Diabetes Standards of Care labeling and as outlined by departmental SOPs.

Working as The Sr. Clinical Support Specialist youll...

• Schedule and deliver pump/product training for colleagues patients customers and health care professionals (Certified Diabetes Care and Education Specialists and Prescribers) to familiarize patients customers and health care professionals with the benefits of Tandem Diabetes pumps and related services.
• Are the regions clinical expert on T1 diabetes management and Tandems solutions and products.
• Handle customer (clinical) escalations.
• Communicate and partner with internal teams for process improvement and company initiatives when appropriate and/or when additional action is required.
• Identify potential health and safety issues with products and techniques and follow appropriate internal notification procedures.
• Lead job-specific training shadowing and onboarding team members on clinical level.
• Ensure correct procedures are followed and routinely provide direction to the team.
• Coordinate or provide coverage for staff when needed (i.e. queue and training coverage for PTO).
• Submit timely reports and feedback Management.
• Recommend changes and assist with revising policies processes and work instructions for clinical and sales department based on identified knowledge gaps.
• Participate in interviewing candidates and provide input on hiring decisions if needed.
• Confirm completion of required and ongoing training plan (e.g. onboarding new team members).
• Ensure work is performed in compliance with company policies including Privacy/HIPAA and other regulatory legal and safety requirements.
• Collaborate with Sales Medical Affairs and Customer Support teams to deliver a seamless customer experience.
• Uphold company compliance with all regulatory privacy and legal requirements.

WHAT YOULL NEED:

• Excellent communicator able to earn trust with both HCPs and patients.
• Proficient in diabetes self-management skills including use of insulin pumps infusion sets continuous glucose monitoring equipment carbohydrate counting instruction medication management chronic complications and emergency management to a variety of patient populations.
• Proficient in Type 1 and Type 2 diabetes self-management including: insulin pumps AID systems CGMs infusion sets carbohydrate counting and emergency protocols.
• Skilled at effectively leading a cooperative team effort building engagement and organizing resources to achieve team goals.
• Experience working independently and effectively in a remote team environment communicating effectively resolving issues efficiently and contributing to the improvement of the infrastructure.
• Strong critical thinking skills with the ability to take known concepts and apply them to solve new or different problems.
• Ability to assert own ideas and persuade others through effectively consolidating evaluating and presenting relevant information.
• Demonstrated ability to effectively communicate with customers over the phone 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 a variety of technologies (telephone video conferencing) outside and inside the organization.
• Able to react to changing situations in a timely calm and confident manner.
• Ability to work in a fast paced ever-changing market and to see change as an opportunity to improve business performance as well as campaigning for it when necessary.
• Proficient in Microsoft Office Suite (Word Excel and Outlook). Call center and CRM software familiarity preferred.
• Proficient in Dutch French and English

EXTRA AWESOME:

• Clinical expert or clinical consultant experience in diabetes management.
• Nursing background or Dietitian or equivalent combination of education and applicable job experience.
• Diabetes Care experience is an absolute plus.
• Maintenance of registration and licensure through clinical education.
• 3 to 5 years of clinical diabetes experience conducting diabetes education programs.
• 2 years of hands-on clinical experience with diabetes technology to include insulin pumps infusion sets Continuous Glucose Monitoring and Automated Insulin Delivery systems.
• 2 years of related industry experience preferred.

WHY YOULL LOVE WORKING HERE:

At Tandem we believe joy fuels excellence. Thats why weve built a workplace that celebrates your achievements and supports your well-being. Our team thrives on pushing boundaries and fostering growth all while maintaining a spirit of fun and camaraderie. This is just one of the ways we stay awesome!

BE YOU WITH US!

We embrace the value that every single one of us brings to the table. But sometimes we forget that when we dont meet 100% of a job descriptions criteria maybe youre feeling that way right now We encourage you to apply anyway. Because we want you to be you with us.

Tandem is firmly committed to being an equal opportunity employer and does not discriminate on the basis of age disability sex race religion or belief gender identity or expression marriage/civil partnership pregnancy/maternity or sexual orientation. We are an inclusive organization and we welcome applications from a wide range of candidates. Selection for roles will be based on individual merit alone.

REFERRALS:

We love a good referral! If you know someone who would be a great fit for this position please share!

SPONSORSHIP:

Applicants must be authorized to work for any employer in Belgium. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Make a move that matters. Join Tandem Diabetes Care where were turning challenges into triumphs every day and where your talents will help shape a healthier happier tomorrow.

#LI-remote #LI-DL1

Required Experience:

Senior IC