Note: The job is a remote job and is open to candidates in USA. Tandem Diabetes Care is a leader in the diabetes technology industry, creating innovative solutions for individuals living with diabetes. The Inbound Pump Sales Specialist will manage inbound customer inquiries, provide product information, and assist in the sales process while ensuring an excellent customer experience.
Responsibilities
- 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
- 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
Skills
- 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
- 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
- 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
- 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 and knowledge of diabetes
- Knowledge of durable medical equipment policies, health insurance providers and reimbursement policies as it relates to diabetes supplies
- Bilingual English/Spanish
- Knowledge of call handling phone systems
Benefits
- Quarterly target commission of up to $2,000, based on individual and team performance
- Bonus
- Health care benefits such as medical, dental, vision available your first day
- Health savings accounts and flexible saving accounts
- 11 paid holidays per year
- A minimum of 20 days of paid time off (with accrual starting on day 1)
- 401k plan with company match
- Employee Stock Purchase plan
Company Overview