Insulin Pump Specialist

at  Dasman Diabetes Institute

To train, assist and monitor patients with Type 1 diabetes on pump and provide the skills necessary to get the best blood glucose and inject the right dose of insulin in the right way. To provide training on insulin pumps to staff and HCPs. To be able to conduct DAFNE pump curriculum

REQUIRED SKILLS AND EXPERTISE:

• Over 2 years of previous experience in a similar role is required.
• Knowledgeable of Microsoft applications (Word, Excel, Power point)
• Experience in T1DMExcellent troubleshooting, root cause analysis, and problem-solving skill
• Experience managing cases throughout the entire support lifecycle: from initial patients’ inquiry, to triage and reproduction, writing bug reports for handoff to the development team and case resolution.
• An attitude focused on patients and an ability to empathize with what they experience.
• Exceptional verbal communication skills with a friendly, patient, and professional phone demeanor
• Exceptional written communication skills with the ability to quickly compose clear and concise answers.
• Individual performer and team player with a vested interest in continuous self-improvement
• Ability to work in a hyper-growth environment with shifting priorities.
• Excellent time management skills
• A sense of ownership and teamwork
• Strong communication skills, both written and verbal
• Strong bias for action, ability to dive deep, and insistence on the highest standards.

RESPONSIBILITIES

• Interview patients with type 1 diabetes who are on pump and referred to join DAFNE program.
• Deliver DAFNE courses for patients with type 1 diabetes on insulin pumps.
• Deliver refresh courses and workshops post DAFNE for patients and healthcare professionals.
• Follow up with DAFNE graduates through the annual visit and run clinics on daily basis.
• Maintains accurate patient records by updating patient information in DAFNE system.
• Provide education related to diabetes and the disease process, medication, diet, prevention and care of complications, self-monitoring, and pump monitoring/ fine tuning as well as continuous glucose monitoring system.
• Educate patients on the functionality and use of pumps.
• Identify trends related to patient inquiries and provide regular feedback to management as needed.
• Patient Communication: includes both written and verbal communication with patients: i.e., via phone, email, text messages and/or website chat.
• Resolves problems by clarifying the patient’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting the correction or adjustment; following up to ensure resolution.
• Provide outstanding support to patients and clinics with a strong focus on satisfaction and efficiency.
• Maintain high levels of patient satisfaction by providing timely and accurate responses.
• Gathers and reviews information provided by patient or referral source. Inputs accurate and complete patient information in database systems.
• Provide ongoing assessment and recommendations to the multidisciplinary team and patient for adjustments, interventions and plans including recommendations and goals, progress notes.
• Create and/or edit product knowledge documentation such as Help Center articles.
• Handle logistics and shipping inquiries.
• Deliver training for educators, healthcare professionals either in Kuwait or abroad as necessary.
• Collaborate with doctors/ medical specialists to evaluate the program annually.
• Assist and contribute to the development and assessment of policies and procedures of the DAFNE unit.
• Communicates and coordinates with internal departments.
• Troubleshoot and thoroughly research technical issues and escalate bugs to internal teams appropriately.
• Participate in additional projects within the support team or cross-functionally as needed.
• Participate in research from recruitment of participants, ethics, study documentation preparation, data collection, data entry, and data analysis
• Maintain active involvement in internal and external research activities, including the publishing of articles and manuscripts in reputed journals, deliver posters and oral presentations at local, regional, and international symposiums and conferences.
• Any other relevant duty as assigned by the team and all other duties assigned by the supervisor.