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 tandemdiabetes.com.

A DAY IN THE LIFE:

The Customer Renewal Specialist works with a dedicated team who is responsible for making outbound and receiving inbound calls for existing customers to facilitate their insulin pump renewal. This role contacts existing Tandem customer are either eligible for renewal or will be coming up for renewal. The Customer Renewals Specialist will contact these customers to discuss product updates, features and enhancements to win the sale. 

Primary Duties & Responsibilities:  

• Makes outbound phone calls to proactively manage a pipeline of renewal customers in preparation for their next pump purchase.
• Receives inbound phone calls to begin the sales process.
• Communicates with existing customers (by phone and email) to provide product update information for customers interested in renewing their pump.
• Gathers customer feedback and accurately documents interactions in the customer relationship management (CRM) system in accordance with HIPAA guidelines.
• Efficiently responds to advanced customer inquiries, effectively addressing and resolving barriers to therapy adoption through professional, ethical and persuasive sales skills to lead the customer to action.
• Delivers superior front-line customer support by adhering to customer and sales support procedures.
• Manages calls to maximize time and effort on the job to achieve daily metrics.
• Manages the relationship with each customer by administering certain aspects of the reimbursement process by:
  • Verifying insurance benefits to determine cost share amounts for prospective customer responsibility
  • Collection of all required documentation.
  • Coordinating shipments of products to customers.
• Works with customer inquiries as well as requests from Territory Managers, Clinical Diabetes Sales Specialists, and Health Care Providers, to discuss Tandem Diabetes Care products and services.
• Notifies department management of any deficits in systems with proposed resolutions for corrections.
• Works as part of the support team, including members of the Field Sales team, to ensure proactive communication of prospective customer’s order status.
•  Takes an active role in developing team processes and procedures.
• Maintains up to date knowledge of Tandem Diabetes Care products, diabetes care disease state and therapy platforms including pump therapy, as well as becoming well versed in competitor products, programs, and alternative therapies.
•  Attends and participates in sales meetings, conference calls, training programs, and trade shows as directed by management.
• Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.
• Additional projects as assigned.

YOU’RE AWESOME AT:

Knowledge, skills & abilities:

• Strong critical thinking and problem-solving skills with the ability to evaluate medical necessity in relation to insurance policies in order to facilitate favorable customer outcomes.
• Adept at seeing change as an opportunity to improve business performance and campaigning for it when necessary.
• Knowledge of durable medical equipment policies, health insurance providers and reimbursement policies as it relates to diabetes supplies preferred.
• Demonstrated ability to effectively communicate over the phone with customers to resolve issues and answer questions according to department protocols and requirements.
• Able to apply distinctive phone sales skills and product knowledge to address and alleviate customer concerns and to promote the sale of products.
• Able to demonstrate persistence and tenacity in contacting and following up with customers.
• Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.
•  Effective call handling skills and a proven track record of excellent customer service based on call handling or related metrics.
• Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information.
• Skilled at promoting team cooperation and a commitment to team success.
• Computer competency including MS office, Internet, and navigation of customer relationship management (CRM) systems.
• Knowledge of call handling phone systems is preferred.
• Bilingual English/Spanish preferred.

Minimum certifications/educational level:

•  Bachelor’s Degree or equivalent combination of education and applicable job experience.

Minimum experience:

• 1 year recent experience interfacing with customers in a sales support role including a combination of:

WHAT’S IN IT FOR YOU?

In addition to innovative technology, we have a culture that fosters the idea that the happiest people are the most productive people. Not only do we hire forward-thinking achievers to join our workforce; we reward, develop, and retain them too. Just one of the many reasons of how we #StayAwesome! To learn more about our culture and benefits please visit https://www.tandemdiabetes.com/careers.

BE YOU, WITH US!

Tandem is firmly committed to being an equal opportunity employer and maintaining a diverse and inclusive environment. We value and embrace that every single one of us brings value to the table. But sometimes we forget that when we don’t meet 100% of a job description’s criteria – maybe you’re feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us.

COMPENSATION & BENEFITS:

The starting base pay range for this position is $20.00 - $22.00 per hour plus incentive compensation (commission-based compensation is based on the achievement of goals).  Base pay will vary based on job-related knowledge, skills, experience and  may also fluctuate depending on candidate’s location and the overall job market. In addition to base pay, Tandem offers a competitive compensation package that includes bonus, equity, and a robust benefits package. 

Tandem offers health care benefits such as medical, dental, vision, health savings accounts and flexible saving accounts.  You’ll also receive 11 paid holidays per year, a minimum of 20 days of paid time off (starting in year 1) and have access to a 401k plan with company match.  Learn more about Tandem’s benefits here!

YOU SHOULD KNOW:

Potential new employees must successfully complete a drug screen (excludes marijuana) and background check which includes criminal search, education certification and employment verification prior to hire. 

REFERRALS:

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

If you are applying for this job and live in California, please read Tandem’s CCPA Notice: https://www.tandemdiabetes.com/careers/california-consumer-privacy-act-notice-for-job-applicants.

APPLICATION DEADLINE:

The position will be posted until a final candidate is selected for the requisition or the requisition has a sufficient number of applications.

SPONSORSHIP: 

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

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