Responsible for managing incoming queue calls, responding to inquiries, placing sales calls to out-of-warranty pump customers and inactive customer pipeline to ensure customer retention and generating new business. Converts sales leads to qualified opportunities by supporting customers through the PIF (Patient Information Form) process. Understands customers' underlying needs or issues and provides information regarding products & services. Assists in the completion of customer orders through th... more details
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:
Responsible for managing incoming queue calls, responding to inquiries, placing sales calls to out-of-warranty pump customers and inactive customer pipeline to ensure customer retention and generating new business. Converts sales leads to qualified opportunities by supporting customers through the PIF (Patient Information Form) process. Understands customers’ underlying needs or issues and provides information regarding products & services. Assists in the completion of customer orders through the insurance verification process. Meets and exceeds monthly goals (dept. key performance indicators) with an ongoing commitment to grow selling skills and product knowledge. Continuously work the pipeline of potential pump customers to meet or exceed department key performance indicators. Manage incoming queue calls.
Primary Duties & Responsibilities:
- 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 all products 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 customer and sales support procedures.
- Manages calls to maximize time and effort on the job to achieve daily metrics.
- Converts competitor pump users to Tandem products.
- 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 Reimbursement Dept. to ensure data provided meets invoicing requirements.
- 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.
- 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.
- Achieves assigned goals/ metrics as established by the Supervisor/ CSS department
- Manages the relationship with each customer by administering 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.
YOU’RE AWESOME AT:
Knowledge, skills & abilities:
- Adaptability to changing shifts on a Quarterly basis
- 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.
- 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 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.
- Ability to successfully multi-task and manage competing priorities.
- Bilingual English/Spanish preferred.
- 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:
- 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:
- 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.
- Experience in patient diabetes education.
- Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.
- Experience and knowledge of diabetes is preferred.
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 $18.00 - $20.00 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-f or-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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