FORM TEMPLATE / FT-010042
Rev: 02
DOCUMENT OWNER: HUMAN RESOURCES
Job Title: Patient Care Specialist
Department: Patient Operations - 56
Reports To: Manager, Patient Care
FLSA Status: Exempt
Prepared By: Melissa Botello
Prepared Date: January 2, 2013
SUMMARY
Responsible for outbound and inbound patient contact on a routine basis such as answering incoming calls, placing calls, assisting the patient with any questions or inquiries around device functionality and on-going use of the Dexcom CGM system. Achieve key performance metric goals, blending customer service and problem solving skills with an understanding of the patient experience and touch points, to achieve customer retention goals. Ensure all compliance and regulatory measures are being strictly adhered to, and deliver quality and timely customer service. .
Drive the successful on-going product utilization with customer installed base through patient education initiatives. Must have a positive, patient-centric attitude, outgoing personality and a passion for helping patients succeed on CGM therapy. Each Patient Care Specialist will be a primary relationship manager and “coach” for a group of patients during the Patients tenure with Dexcom, partnering with field and internal resources to ensure that our new patients stay motivated and successful with their on-going use of Dexcom CGM.
A strong predictor of success for the Patient Care Specialist is the ability to inspire our patient base, listen and understand the unique needs of every patient, communicate effectively on the phone and through web-based communications (webinars, Skype, etc.) and email, and execute strategies that efficiently engage and motivate our Patients.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
· Must be well versed in Continuous Glucose Monitoring, Dexcom CGM products and competitive CGM products.
· Must provide great patient-centric customer service to patients. Need to be able 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.
· Strong verbal (especially phone skills) and written communication a necessity. Ability to interview and identify patient needs in a focused an empathetic manner needed.
· Records patient inquiries by documenting inquiries and responses in patients' accounts.
· Improves quality service by recommending improved processes; identifying new product and service applications.
· Participates 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 outbound calls at various points of therapy and inbound calls to ensure patient is satisfied with product, company. Must be able to triage issues and handle as appropriate.
Partner with assigned Field personnel to onboard patients, meet individual needs of HCPs and patients in assigned territories and monitor and intervene with “at risk” patients when necessary.
· Be able to follow clinical protocols 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 and 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 field to identify Patients that may need additional support and direct to appropriate group for intervention
· Measure the success of the efforts through monitoring Patient retention and Patient satisfaction ratings
· Facilitate resolution and follow up on other transactions as needed in the first 6 months such as product complaints, supply ordering and billing issues
· Follow up with patients (identified by outbound call list) that are no longer using Dexcom CGM
· Other responsibilities as program evolves
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
QUALIFICATIONS
o To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. . Also requires willingness to work a flexible schedule which may include weekends and/or evening work. This position will be home based.
EDUCATION and/or EXPERIENCE
o Bachelor of Science or undergraduate equivalent
o Licensed and or Registered Health Care Provider
o Certified Diabetes Educator preferred
o Trained and skilled in telemedicine and tele-education
Minimum 3+years’ work experience in a Patient service environment
• Excellent communication skills
• Comfortable with technology, and quick to learn new technologies/solutions or potential ways to communicate with and contribute to our patient’s success
•Preferred Extensive knowledge of Dexcom products and therapy
• Demonstrated high level of performance
KNOWLEDGE
Understanding of the selling process and product advocacy, appreciation of a Patient Care role, basic understanding of diabetes management and education practices, managed care and medical device reimbursement environment in the U.S., and basic business principles.
SKILLS
Core Selling – ability to gain an understanding of Patients needs and provide solutions. Relationship Management – ability to develop relationships with both internal as well as external Patients and peers. Ability to work in a team environment. Technical Knowledge – strong understanding of the diabetes disease state, the therapies and tools to help manage the disease and experience working with both providers as well as patients. Personal Effectiveness – strong time management skills, is goal driven and is self-motivated.
ATTRIBUTES
Self-motivated, driven, sense of urgency, seeks professional success, patient-centric, creative, confident, goal oriented, persistent, strong communicator and public speaker and a team player.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, clinical studies, sales reports and technical procedures, Ability to write reports, business correspondence, and clinical assessments or summaries for managers, colleagues, patients or healthcare providers. Ability to effectively present information and respond to questions from either individuals or groups of managers, colleagues, clients, Patients, and the general public.
MATHEMATICAL SKILLS
Ability to perform college level math skills.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to provide baseline clinical assessment as it relates to patient use of the Dexcom product as well as apply selling and objection handling skills and strategies to support CGM category and Patient retention.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand and talk or hear. The employee is required to walk and sit. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and distance vision.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
JOB DESCRIPTION ACKNOWLEDGEMENT
I acknowledge that I have received a copy of my current Job Description, which was reviewed with me by my Manager.
By signing below, I understand that it is my responsibility to read and familiarize myself with my Job Description, and to ask for clarification if I do not understand any of the statements.
______
Print Name
______
Print Job Title
______
Signature Date
CONFIDENTIAL-TRADE SECRET - May not be reproduced without written permission from DexCom, Inc.