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 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 https://tandemdiabetes.com.
A DAY IN THE LIFE
Responsible for proactively contacting leads, responding to inquiries, placing sales calls to out-of-warranty pump customers and inactive customer pipeline to ensure customer retention and generating new business from remote geographic areas. Converts sales leads to qualified opportunities by supporting customers through the PIF (Patient Information Form) to ship process. Responsible for managing the insurance verification processes for Tandem Diabetes Care within an assigned region. Collects patient information data and documentation for rapid authorization of payment from the insured’s health insurance and government funded plans. Understands customers’ underlying needs or issues and provides information regarding products & services. 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. Must be flexible to interchange the inside sales and insurance verification responsibilities based on business need quarter to quarter.
Customer Sales Support Specialists are also responsible for:
- Proactively manages pipeline leads to ensure prompt follow up and execution from inquiry status to purchase.
- 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 PIPEDA and other applicable privacy 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.
- Understanding and explaining verification requirements and application/ renewal process for applicable provincial government funding programs
- Ensures data provided meets invoicing requirements.
- Ensures all paperwork is complete and expected order fulfillment dates are communicated.
- 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.
- Notifies pod leader of any deficits in systems for insurance verification.
- Achieves assigned goals as established by the Customer Sales Support Manager.
- 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/PIPEDA and other regulatory, legal, and safety requirements.
- Additional projects as assigned.
WHEN & WHERE YOUâLL WORK:
Onsite: This position is fully onsite and open to candidates located in Markham, Ontario. Equipment for the role will be provided and training will occur onsite.
Remote: This position is fully remote and open to candidates located outside of the Markham, Ontario area. Equipment for the role will be provided and training will occur remotely.
Schedule: This position will work Monday - Friday from 10:00 AM - 6:00 PM EST.
WHAT YOU'LL NEED:
Knowledge, skills & abilities:
- Knowledge of Type 1 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.
- Ability to converse in insurance language routinely utilized by the health insurance industry.
- Knowledge of individual health plan insurances practices.
- 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.
- Bilingual English/French required.
- Able to assert own ideas and persuade others through effectively consolidating, evaluating, and presenting relevant information.
- Skilled at promoting team cooperation and 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:
The base pay for this position is 50,900 to 63,450 CAD annually, with a target earning potential of 66,900 to 79,450 CAD annually. Base pay will vary based on job-related knowledge, skills, and experience and may also fluctuate depending on candidateâs location and the overall job market.
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!
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 donât meet 100% of a job descriptionâs criteria â maybe youâre 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!
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.
This position is being posted to fill an existing vacancy.
ĂVOLUEZ AVEC NOUS:
Tandem Diabetes Care crĂ©e de nouvelles possibilitĂ©s pour les personnes vivant avec le diabĂšte, leurs proches et leurs professionnels de la santĂ©, en offrant une expĂ©rience rĂ©solument diffĂ©rente. Nous serions ravis que vous vous joigniez Ă nous pour « innover chaque jour », placer « lâhumain au cĆur » de nos actions et adopter une approche « sans compromis » qui nous a propulsĂ©s au rang de leader dans lâindustrie des technologies du diabĂšte.
RESTEZ FORMIDABLE:
Tandem Diabetes Care est fier de fabriquer et de commercialiser la pompe Ă insuline t:slim X2 dotĂ©e de la technologie Control-IQ - un algorithme prĂ©dictif avancĂ© qui automatise lâadministration dâinsuline.
Mais nous sommes bien plus que cela. Lâapproche centrĂ©e sur lâhumain de notre entreprise en matiĂšre de conception, de dĂ©veloppement et de soutien permet dâoffrir des produits et services innovants aux personnes utilisant de lâinsuline. Comme plusieurs membres de notre Ă©quipe vivent eux-mĂȘmes avec le diabĂšte ou ont un proche touchĂ© par cette maladie, notre travail est profondĂ©ment personnel et nous sommes entiĂšrement engagĂ©s envers cette cause.
Les spécialistes du soutien aux ventes clients sont notamment responsables de:
- Gérer proactivement les prospects entrants afin d’assurer un suivi rapide et une conversion efficace de la demande à l’achat.
- Répondre aux demandes directes des patients ainsi qu’aux requêtes des gestionnaires de territoire, spécialistes cliniques en vente de diabète et professionnels de la santé concernant les produits et services de Tandem Diabetes Care.
- Communiquer avec des clients potentiels (téléphone, courriel ou télécopieur), expliquer le fonctionnement et l’utilisation des produits et répondre pleinement aux questions afin de générer des ventes.
- Répondre efficacement aux demandes complexes des clients et surmonter les obstacles à l’adoption des traitements grâce à des compétences de vente professionnelles, éthiques et persuasives.
- Documenter toutes les interactions dans le système CRM conformément à la LPRPDE (PIPEDA) et aux autres directives de confidentialité applicables.
- Offrir un service à la clientèle de première ligne de haute qualité en respectant les procédures établies.
- Gérer les appels de manière efficace afin d’atteindre les objectifs quotidiens.
- Convertir les utilisateurs de pompes concurrentes aux produits Tandem.
- Gérer la relation client, notamment en :
- Vérifiant les couvertures d’assurance pour déterminer les coûts à la charge du client
- Collectant les documents nécessaires
- Coordonnant l’expédition des produits
- Expliquant les programmes de financement provinciaux et leurs exigences
- S’assurer que les données répondent aux exigences de facturation.
- Garantir que toute la documentation est complète et que les délais de livraison sont communiqués.
- Signaler les lacunes des systèmes et proposer des solutions.
- Collaborer avec l’équipe de soutien et les ventes terrain pour assurer le suivi des commandes.
- Informer le responsable d’équipe des problèmes liés à la vérification d’assurance.
- Atteindre les objectifs fixés par le gestionnaire du soutien aux ventes clients.
- Maintenir des connaissances à jour sur les produits Tandem, le diabète et les thérapies (pompes, capteurs, etc.) ainsi que sur la concurrence.
- Participer aux réunions, formations, appels et salons professionnels.
- Respecter toutes les politiques de l’entreprise (confidentialité, réglementation, sécurité).
- Réaliser d’autres projets assignés.
QUAND ET OĂ VOUS TRAVAILLEREZ :
Sur site: Ce poste est entièrement en présentiel et est ouvert aux candidats situés à Markham, en Ontario. L’équipement requis sera fourni et la formation se déroulera sur place.
Télétravail : Ce poste est entièrement à distance et est ouvert aux candidats situés à l’extérieur de la région de Markham (Ontario). L’équipement nécessaire au poste sera fourni et la formation se déroulera à distance.
Horaire: Ce poste est du lundi au vendredi, de 10 h à 18 h (HNE).
CE DONT VOUS AUREZ BESOIN
QUALIFICATIONS REQUISES:
- Connaissances, compétences et aptitudes :
- Connaissance du diabète de type 1 et des thérapies (pompes, CGM, etc.) souhaitée.
- Connaissance des équipements médicaux durables et des politiques de remboursement préférée.
- Capacité à utiliser le langage des assurances santé.
- Excellentes compétences en communication téléphonique.
- Capacité à utiliser des techniques de vente pour répondre aux préoccupations des patients.
- Expérience de la saisie au clavier pendant les appels.
- Excellente gestion des appels et service client démontré.
- Bilinguisme anglais/français requis.
- Capacité à persuader et présenter des informations efficacement.
- Esprit d’équipe et sens de la collaboration.
- Adaptabilité au changement.
- Maîtrise des outils informatiques (MS Office, CRM, Internet).
- Connaissance des systèmes téléphoniques (un atout).
Formation minimale:
- Baccalauréat ou combinaison équivalente de formation et d’expérience.
Expérience minimale:
- 1 an d’expérience récente en soutien aux ventes incluant :
- Vente terrain ou télémarketing (dispositifs médicaux ou domaine similaire)
- Gestion d’objectifs commerciaux dans un environnement dynamique
- Éducation des patients diabétiques
- Saisie d’information en temps réel durant les appels
- Connaissance du diabète (un atout).
RĂMUNĂRATION:
La rémunération de base pour ce poste varie de 50,900 $ à 63,450 $ CA par année, avec un potentiel de rémunération cible de 66,900 $ à 79,450 $ CA par année. Le salaire de base variera en fonction des connaissances, des compétences et de l’expérience liées au poste, et pourra également fluctuer selon la localisation du candidat et les conditions du marché de l’emploi.
POURQUOI VOUS AIMEREZ TRAVAILLER ICI:
Chez Tandem, nous croyons que le bienâĂȘtre nourrit lâexcellence. Nous avons crĂ©Ă© un environnement de travail qui valorise vos accomplissements et soutient votre Ă©panouissement. Notre Ă©quipe repousse les limites tout en cultivant une ambiance conviviale et collaborative.
SOYEZ VOUS-MÊME, AVEC NOUS !
Nous valorisons ce que chacun apporte. MĂȘme si vous ne rĂ©pondez pas Ă 100 % des critĂšres, nous vous encourageons Ă postuler. Nous voulons que vous soyez vousâmĂȘme, avec nous.
Tandem est un employeur garantissant lâĂ©galitĂ© des chances et ne pratique aucune discrimination fondĂ©e sur lâĂąge, le handicap, le sexe, la race, la religion, lâidentitĂ© ou lâexpression de genre, la situation familiale, la grossesse ou lâorientation sexuelle. Les dĂ©cisions dâembauche reposent uniquement sur le mĂ©rite.
