Clinical Support Specialist - Pacific Time Zone

Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We 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. Our company manufactures and sells the Tandem Mobi system and t:slim X2 insulin pump with Control-IQ+ technology—an advanced predictive algorithm that automates insulin delivery. Many team members live with diabetes or have loved ones impacted by it, making this work deeply personal.

About the role

The Clinical Support Specialist (CLSS) provides product education, training, and support for customers primarily through telephone or video conference platforms. This role handles escalated technical and/or clinical support and education for current customers and healthcare professionals (HCPs) as requested by Customer Technical Support (CTS) or clinical/sales management. The CLSS determines the complexity of each contact to achieve the highest resolution, provides educational intervention, and documents interactions in the Client Relationship Management (CRM) system. The position requires empathy, compliance with diabetes standards of care, and adherence to departmental SOPs.

Responsibilities

• Respond to inbound calls or emails transferred from CTS within one business day when clinical and/or escalated support is needed.
• Conduct scheduled video remote pump trainings per Customer Training and Documentation Procedures using approved Tandem Communication Guidelines, product labeling, and diabetes standards of care.
• Demonstrate good judgment in selecting methods and techniques for obtaining solutions in response to customer requests.
• Utilize video capabilities (e.g., Teams or Zoom) to assess and resolve customer issues, questions, training/education needs, and concerns.
• Provide timely and satisfactory resolution, education, and/or training to customers using approved training materials and clinical guidelines.
• Conduct virtual educational classes for customers on general diabetes education, Tandem product-specific topics, or advanced insulin pump therapy management skills.
• Record accurate and thorough documentation of customer contact calls within the CRM system and/or to the CTS team.
• Communicate with the field clinical or sales team when appropriate or when additional field action is required.
• Identify potential health and safety issues with products or techniques and follow internal notification procedures.
• Act as a customer advocate to represent customer needs.
• Seek guidance from the Regional Clinical Manager on technical/training topics and other territory needs or issues.
• Provide product/service information directly to consumers/end users via health fairs, conventions, or promotions.
• Confirm completion of required training before assuming job responsibilities.
• Ensure work complies with company policies, including Privacy/HIPAA and other regulatory, legal, and safety requirements.

Requirements

• RN, RD, RPh, or equivalent combination of education and applicable job experience (maintenance of registration and licensure through clinical education required).
• Certified Diabetes Care and Education Specialist (CDCES) or CDCES eligible.
• 5+ years of clinical diabetes experience conducting diabetes education programs for customers, physicians, and healthcare professionals.
• 2+ years of hands-on clinical experience with insulin pumps, infusion sets, and Continuous Glucose Monitoring systems.
• Proficiency in diabetes self-management skills, including use of insulin pumps, infusion sets, continuous glucose monitoring equipment, carbohydrate counting, medication management, chronic complications, and emergency management.
• Ability to relate effectively with customers and healthcare professionals.
• Demonstrated ability to coach customers one-on-one to answer questions and resolve product-related issues according to company protocols.
• Skilled at presenting educational material clearly and concisely to various audiences through telephone or video conferencing.
• Ability to work in a fast-paced, ever-changing market and view change as an opportunity to improve business performance.
• Highly proficient in Microsoft Office Suite (Word, Excel, Outlook) and familiar with CRM software.
• Knowledge of HIPAA desired.
• Clear communication skills to impart product information over the telephone.
• Able and motivated to work independently.
• Bilingual (English/Spanish) desired.

Schedule

This role operates on Pacific Time (PT) with a standard shift of Monday–Friday, 8 AM–5 PM. The position requires working one evening per week and one weekend every 2–3 months.

Pay

The starting base pay range for this position is $75,000–$93,000 annually. Base pay varies based on job-related knowledge, skills, experience, and may fluctuate depending on candidate location and the overall job market.

Benefits

• Healthcare benefits (medical, dental, vision) available on the first day of employment.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• 11 paid holidays per year.
• Minimum of 20 days of paid time off (accrual starts on day 1).
• 401(k) plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Bonus opportunities as part of a competitive compensation package.