Clinical Support Specialist for Diabetes Devices

5 days ago


Manchester, New Hampshire, United States Sequel Medical Technology Full time
Sequel Medical Technology: Clinical Product Support Role

Estimated Annual Salary: $70,000 - $90,000

About Us

Sequel Med Tech is a pioneering medical device company dedicated to transforming patient care through innovative solutions. Our mission is to enhance lives by developing cutting-edge medical technologies that address unmet healthcare needs.

Job Summary

We are seeking an experienced Clinical Product Support Specialist to join our Customer Care Center team. As a critical member of our organization, you will provide exceptional support to customers using our automated insulin delivery system, twiist. You will utilize your clinical acumen and experience in diabetes education to offer product instruction, guidance, and troubleshooting support via virtual calls during scheduled hours.

This role requires strong communication skills, technical knowledge, and the ability to work effectively in a fast-paced environment. If you have a passion for delivering excellent customer experiences and contributing to improving patient outcomes, we encourage you to apply.

Key Responsibilities:
  • Call Management: Handle inbound and outbound calls efficiently, providing exceptional support to customers while utilizing your clinical expertise.
  • Multi-Channel Communication: Engage with customers through various channels, ensuring responsive and personalized communication.
  • Critical Thinking and Problem-Solving: Apply critical thinking skills to select appropriate problem-solving methods, leveraging 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, utilizing your technical knowledge and clinical expertise.
Requirements:
  • A valid professional license in one or more 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.
  • At least 2 years of experience coordinating and conducting diabetes education with strong experience in the technical use of diabetes technology.
  • At least 2 years of customer service/contact center experience, preferably in medical device troubleshooting.
Preferred Skills:
  • 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.
  • Experience providing omni-channel remote support in a high-volume, regulated environment.
  • Skilled in using CRM tools.


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