Inbound Pump Sales Specialist (Remote)

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 the "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 Tandem Mobi system and t:slim X2 insulin pump with Control-IQ+ technology - an advanced predictive algorithm that automates insulin delivery. But we're 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. Because many of our own team members live with 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:

IS1

Please note that this job posting is intended to gauge interest and identify qualified candidates for potential future openings-if you're interested, we encourage you to apply to be considered for upcoming opportunities.

Responsible for managing inbound queue calls, responding to inquiries, placing and receiving sales calls to new and existing pump customers. 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 while creating an excellent customer experience. 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, product and industry knowledge. Continuously convert potential pump customers to meet or exceed department key performance indicators. Provide product education to customers as they contact Tandem to support their therapeutic needs and goals.

Inbound Pump Sales Specialists are also responsible for:

• Communicates with potential customers (by phone, email, SMS, 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.

• Communicates with existing customers to provide product update information for customers interested in renewing their pump. Promote benefits of in-warranty pump.

• 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.

• 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 and purchase a Tandem pump.

• Documents interactions, calls, and lead information, initiate opportunities 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.

• Communicates with customers on status updates in the order process.

• Verifies accuracy of order to the patient and relays health insurance coverage.

• 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.

• Processing of co-payments

WHEN & WHERE YOU'LL WORK:

Hybrid/Remote: Candidates based in San Diego, CA will work in a hybrid capacity with occasional days in office as needed. Candidates located outside of San Diego may be considered for fully remote work. Equipment will be provided, and initial training will take place onsite.

Schedule: This position will work Monday - Friday from 9:00 AM - 5:30 PM PST.

WHAT YOU'LL NEED:

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.

COMPENSATION & BENEFITS:

The starting base hourly pay range for this position is $20.00 - $22.00. 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. This role offers a quarterly target commission of up to $2,000, based on individual and team performance. Annualized earning potential including incentive plan $49,600 - $53,760.

In addition to base pay, Tandem offers a competitive compensation package that includes bonus and a robust benefits package. Tandem offers health care benefits such as medical, dental, vision available your first day, as well as 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 (with accrual starting on day 1) and you will have access to a 401k plan with company match as well as an Employee Stock Purchase plan. Learn more about Tandem's benefits here!

YOU SHOULD KNOW:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local Fair Chance laws and regulations. A conditional offer of employment from Tandem is contingent upon successful completion of a pre-employment screening process comprised of a drug test (excluding marijuana) and background check, which includes a review of criminal history information.

Tandem has good cause to conduct a review of criminal history information of candidates for this position, as this role may involve access to proprietary, sensitive and/or confidential information, including customer protected health information. This review is required to ensure that individuals in such roles uphold high standards of trust and integrity so as to protect the interests of our customers, employees, and stakeholders.

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.

WHY YOU'LL LOVE WORKING HERE:

At Tandem, we believe joy fuels excellence. That's why we've 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! Explore the benefits and reasons to love Tandem at https://www.tandemdiabetes.com/careers.

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 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.

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!

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.

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