Call Center Representative- Inbound Supply

GROW WITH US:

In Tandem means together, and we strive to embody that in every aspect of our business. Whether youre office-based or fully remote, Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and the healthcare providers supporting them through a positively different experience.

INNOVATE EVERYDAY

At Tandem, we strive to put our values into action. Our Team Up, No shortcuts approach has propelled us to be an industry leader and make significant strides in the diabetes technology space. We are proud to be the makers of the only color, touch-screen insulin pump that is capable of remote feature updates and compatibility with continuous glucose monitoring. Watch our latest video to see our product features and capabilities here:t:slim X2 Insulin Pump with Control-IQ Technology

A DAY IN THE LIFE:

The Inside Supplies Specialist 1 is responsible for proactively contacting leads, managing all incoming queue calls, responding to inquiries, working with existing patients to ensure customer retention, and generating new business from remote geographic areas. This role will be responsible for understanding customers underlying needs or issues and provide information regarding products & services. The Supplies Specialist I will support all Tandem pump users by communicating ongoing supply order processes via phone, fax, email, and other media. This role will review insurance verifications prior to shipping supply orders to ensure proper reimbursement and timely shipment of orders. This position will communicate with patients on supply order needs, inform patients of Tandems re- order process via direct business or distributor relations.Additionally, the individual in this role will be responsible for meeting monthly department Key Performance Indicator (KPI) goals with an ongoing commitment to improving selling skills and product knowledge.

YOURE AWESOME AT:


Responds to direct patient inquiries as well as requests from Territory Managers, Clinical Diabetes Sales Specialists, and Health Care Providers, to discuss Tandem Diabetes Care products and services.

Communicates with potential customers (by phone, email, and/or fax), and explains the operation and use of pump supplies offered by Tandem Diabetes Care; ensures all questions are thoroughly answered and sales are generated.

Efficiently responds to advanced customer inquiries, effectively addressing and resolving patient barriers to therapy adoption through professional, ethical, and persuasive sales skills to lead the customer to action.

Documents interactions, calls, and lead information into the customer relationship management (CRM) system in accordance with HIPAA guidelines.

Delivers superior front-line customer support by adhering to procedures, as well as ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements.

Manages calls to maximize time and effort on the job to achieve daily metrics while adhering to a specified schedule adherence.

Maintains loyalty through supply re- order process

Collaborates closely with Customer Sales Support sub-departments to ensure strong process flows and cross- departmental communication.

Conveys all aspects regarding the supply order process, including:


Requesting insurance benefits with Benefit Verification Specialists.

Collecting and updating patient and insurance information accordingly.

Documenting customer requests accurately and efficiently.

Directing patients to distributor partners or Supply Department according to contractual insurance obligations.

Anticipating problems and initiating actions to ensure customers orders are processed and shipped efficiently.

Proactively communicating backorders/delivery dates/ processing time / any delays to the customer and processing customer orders to completion.

Ensures all documents are accurate and complete in order to process on time- fulfillment dates.





Works as part of the support team, including members of the Field Sales team, to ensure proactive communication of prospective customers order status.

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.

Documents all interactions and calls into the Customer Relationship Manager (CRM) system in accordance with QA/RA and HIPAA guidelines.

Attends and participates in Customer Sales Support meetings, conference calls, training programs, and cross- departmental team meetings as directed by management.

Additional projects as assigned.


REQUIRED QUALIFICATIONS:

Knowledge, skills & abilities:


Advanced knowledge of diabetes, unmet needs of diabetes therapies, and benefits of insulin pump therapy and continuous glucose monitoring or other disease management devices/diagnostics desirable.

Advanced knowledge of durable medical equipment policies, health insurance providers, insurance verification, benefits (deductibles and out of pocket maximums) 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 patient concerns and to promote the sale of products.

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.

Adept at seeing change as an opportunity to improve business performance and campaigning for it when necessary.

Computer competency including MS office, Internet, and navigation of customer relationship management (CRM) systems. Knowledge of call handling phone systems is preferred.


Minimum certifications/educational level:


Bachelors 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:

Experience in field sales or telesales experience in medical device, technology or similar field.

Experience being accountable for sales quotas in a challenging, fast paced, changing environment required.

Inbound call experience highly preferred.

Experience documenting calls by typing on a keyboard while speaking to a customer on the phone preferred.

Experience in a customer service environment of which six (6) months must be placing/receiving inbound/outbound calls required.

Bilingual English/Spanish preferred.

Experience and knowledge of diabetes is highly preferred.


WHATS 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 (link removed)

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 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.

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 Tandems CCPA Notice:

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