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Senior Clinical Support Specialist

2 months ago

Manchester, United States Sequel Medical Technology Full time
Job DescriptionJob Description

About Sequel 

Sequel Med Tech is an emerging medical device company committed to revolutionizing patient care through innovative solutions. Our mission is to improve the lives of people by developing cutting-edge medical technologies that address unmet needs in healthcare. 

Job Overview 

Sequel’s Customer Contact Center is the pulse of our organization, serving customers 24/7 across their entire device journey. As a Senior Clinical Product Specialist, you will be critical in assisting pump users and their families with their twiist experience. You will use your clinical acumen and experience with diabetes education to offer product instruction, guidance, and troubleshooting support to customers and caregivers in a virtual call center environment during scheduled hours. Your expertise will directly impact customer outcomes and enhance the overall user experience with our medical device. 

Additionally, as a Senior Clinical Product Specialist, will assist with transition coaching of new Clinical Product Specialist, handle escalated customer calls, and will participate in special projects as needed. 

Scheduled hours are Monday - Friday 9 AM - 6 PM CST

Job Responsibilities and Essential Duties 

  • Call Management: Efficiently handle both inbound and outbound calls to provide exceptional support to our customers, utilizing your clinical diabetes educator expertise. 

  • Multi-Channel Communication: Engage with customers through chat and text channels, ensuring responsive and personalized communication. 

  • Critical Thinking and Problem-Solving: Apply critical thinking skills to select appropriate problem-solving methods, utilizing troubleshooting materials and documented resources. 

  • Customer Education: Educate customers on the use of the twiist automated insulin delivery system, addressing their questions and daily use scenarios with clarity and empathy. 

  • Technical Troubleshooting: Resolve issues related to the twiist insulin pump, software, mobile app, and online customer portal, leveraging your technical knowledge and clinical expertise. 

  • Stress Management: Handle clinical and technical questions in potentially stressful situations with composure, demonstrating the ability to de-escalate challenging interactions. 

  • First Contact Resolution: Strive to resolve issues on the first contact by actively listening, identifying, and solving problems with patience and understanding. 

  • Tier 2 Support: Respond to Tier 2 calls requiring advanced clinical and diabetes therapeutic area knowledge. 

  • Virtual Product Training: Deliver scheduled virtual product training to new twiist users. 

  • Accurate Documentation: Thoroughly and accurately document customer interactions using CRM software, ensuring all details are captured and maintained. 

  • Adherence to Guidelines: Follow approved communication guidelines when addressing customer inquiries, maintaining professionalism and consistency. 

  • Safety and Compliance: Identify and report potential health and safety issues with the product, adhering to company policies and regulatory, legal, and safety requirements. 

  • Training and Certification: Complete the required training and onboarding processes, including obtaining basic certification for job responsibilities. 

  • Mentoring and Training: Mentoring and assisting with onboarding and training junior staff. 

  • Process Documentation: Assist in development of departmental documentation and job aides. 

  • Meeting Leadership: Assist in leading team calls and meetings as required. 

  • Transitions Coach: Actively spend time observing and providing coaching feedback to new hires after they complete initial training.  

  • Escalation Resolution: First line escalation support for the Clinical Product Support department.   

Minimum Requirements 

  • A valid professional license in one or more of the following fields: Registered Nurse (RN), Registered Dietitian (RD), Pharmacist (PharmD), Physician’s Assistant (PA), Nurse Practitioner (NP). 

  • Certified Diabetes Care and Education Specialist (CDCES) certification required. 

  • 5+ years of experience coordinating and conducting diabetes education with strong experience in the technical use of diabetes technology. 

  • Medical device industry experience required. 

  • 2+ years of customer service experience, preferably in medical device troubleshooting.  

  • Call center experience in diabetes medical device support/sales preferred. 

Required Knowledge, Skills and Abilities 

  • Comprehensive knowledge of the diabetes disease state and experience in training on insulin pumps and automated insulin delivery devices. 

  • Effective verbal and written communication skills, enabling clear communication with customers via telephone, chat, text, and email. 

  • Experience providing omni-channel remote support, particularly in a high-volume, regulated environment.  

  • Skilled in using CRM tools. 

  • The ability to provide technical information is an easy-to-understand manner. 

  • Working knowledge of Microsoft Office applications. 

  • Quick learner; thriver in a fast-paced environment. 

  • Participates in on-call rotation and coverage during off-shift hours/weekends/holidays as required. 

  • Position remotely based with potential travel for meetings and requires 1 week of travel for new hire training meeting at Sequel’s home office in Manchester, NH.  

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

Environmental/Safety/Physical Work Conditions 

  • Ensures environmental consciousness and safe practices are exhibited in decisions 

  • Use of computer and telephone equipment and other related office accessories/devices to complete assignments 

  • May work extended hours during peak business cycles 

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