Senior Patient Care Specialist

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet The Team

Our Senior Patient Care Specialist is dedicated to providing exceptional inbound and outbound patient care in a high-volume contact center. We offer comprehensive training, education, and ongoing support for the Dexcom CGM system, ensuring patients are well-informed and confident in their use of the technology.

With a focus on achieving key performance metrics, our specialist blends customer service and problem-solving skills with a deep understanding of the patient experience to drive customer retention. We strictly adhere to all compliance and regulatory measures, ensuring the highest standards of care.

Our specialist is instrumental in driving successful product utilization through patient education initiatives. We possess a positive, patient-centric attitude, an outgoing personality, and a passion for helping patients thrive on CGM therapy. Acting as a relationship manager and mentor, we partner with sales field representatives and internal resources to keep patients motivated and successful throughout their journey with Dexcom.

Success in this role is marked by the ability to inspire, listen, and assess patient needs effectively. Our specialist excels in communicating via phone and web-based platforms (webinars, Teams, etc.), executing strategies that engage and educate patients effectively.

Where You Come In

You will...

• Provide outstanding patient-centric customer service to patients with the ability to clinically assess patients' individual needs and clinical concerns, understand and empathize with those patient needs and apply education and customer service tactics to meet those needs.
• Record patient inquiries by documenting inquiries and responses in patients' accounts.
• Participate in ongoing disease and product education as appropriate.
• Drive higher retention rate of assigned group of new patients in their first 6 months on continuous glucose monitoring through dynamic inbound/outbound calls at various points of therapy. Must be able to triage issues and handle as appropriate.
• Follow clinical guidelines and clinical education messaging to ensure adherence to Dexcom's indications for use and ongoing utilization goals of the company.
• Assist patients with setting goals, realizing goals, and identifying and overcoming concerns in the first 6 months of therapy.
• Use dynamic communication skills to identify patient unmet needs and "pain points" and utilize objection handling techniques to communicate with the patient.
• Communicate with sales field reps to identify patients that may need additional support and direct to appropriate group for intervention.
• Facilitate resolution and follow up on other transactions as needed in the first 6 months such as product complaints, supply ordering and billing issues.
  
  

What Makes You Successful

You have...

• Minimum of 3 years work experience in a patient services environment.
• Excellent communication skills.
• Are comfortable with technology and quick to learn new technologies/solutions or potential ways to communicate with and contribute to our patients' success.
• Certified Diabetes Educator, Licensed and/or Registered Health Care Provider preferred.
  
  

Experience And Education Requirements

• Typically requires a Bachelor’s degree and a minimum of 5 – 8 years of related experience.
  
  

What You’ll Get

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community .
• A full and comprehensive benefits program.
• Growth opportunities on a global scale!
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.
  
  

Travel Required

• 15-25%
  
  

Remote Workplace: Your location will be a home office; you are not required to live within commuting distance of your assigned Dexcom site (typically 75 miles/120km). If you reside within commuting distance of a Dexcom site (typically 75 miles/120km) a hybrid working environment may be available. Ask about our Flex workplace option.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.

Salary

$67,400.00 - $112,400.00