Inside Sales Specialist 1 (Remote)

• 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

• 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.

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

Tandem Diabetes Care