Sr Lead Patient Support Services Analyst at Dexcom

, , United States -

Full Time

Start Date

Immediate

Expiry Date

11 Apr, 26

Salary

225100.0

Posted On

11 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Data Analysis, Process Improvement, Communication Skills, Collaboration, Project Management, KPI Tracking, Vendor Management, Customer Feedback, Dashboard Creation, PowerPoint, Excel, Tableau, Smartsheet, Lucidchart, Adaptability

Industry

Medical Equipment Manufacturing

Description

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 Welcome to Dexcom's Patient Support Services team—where passion, purpose, and innovation come together to improve the lives of people living with diabetes. We're a fast-growing, mission-driven department that plays a vital role in shaping how patients and providers experience Dexcom, from brand choice all the way through ongoing product success. Our team is known for building smart processes, solving complex challenges, and partnering across the organization to elevate every aspect of patient support. As a Patient Support Services Representative, you'll be at the heart of that mission. This role is a critical professional position responsible for understanding the pharmacy and medical patient and provider journey, and for driving business growth through programs and initiatives that make a real impact. You'll analyze data, gather insights, strengthen processes, and collaborate with cross-functional partners to enhance and amplify Dexcom's support services. You'll also investigate escalations, track KPIs, and communicate results that guide strategic decisions across the organization. If you're energized by meaningful work, excited to join a collaborative and rapidly expanding team, and motivated by the opportunity to improve patient experiences every single day—this is the place to make your mark. Where You Come In You collaborate across teams to compile, enhance, and analyze key metrics that shape the effectiveness of Dexcom's Patient Support Services programs. You manage case activity and program escalations, tracking issues end-to-end, identifying lessons learned, and driving timely updates and improvements. You track KPIs and interpret data trends, producing clear dashboards, PowerPoint decks, and reports that inform business reviews and guide decision-making. You maintain and refine Business Rules, process maps, scripts, and program documentation, ensuring content is accurate, current, and aligned with evolving program needs. You coordinate updates across tools and technologies—including Tableau, Excel, Smartsheet, Lucidchart, and partner systems—to support reporting, insights, and program operations. You review escalations, feedback, call recordings, and field reports to identify opportunities for process improvement and enhance patient and provider experience. What Makes You Successful You bring strong analytical skills and are confident working with tools like Tableau, Excel, Smartsheet, Lucidchart, and PowerPoint to turn complex data into clear insights. You have proven experience managing external vendors and cross-functional partners, ensuring alignment, accountability, and smooth execution of program goals. You are a proactive self-starter who thrives in fast-paced, high-growth environments and can balance multiple initiatives with ease. You have a talent for identifying process gaps and recommending improvements, using customer feedback, escalations, and data trends to drive continuous enhancement. Your communication skills allow you to bridge the gap between customer needs and business strategy, making you an effective partner to marketing, sales, operations, and insights teams. You have a keen eye for detail, enabling you to maintain accurate, up-to-date content across Business Rules, program documentation, dashboards, and training materials. You bring a collaborative mindset, working seamlessly across internal teams and external partners to advance patient and provider experience initiatives. Your adaptability and comfort with ambiguity allow you to navigate changing priorities while delivering high-quality work across multiple programs. 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: 5-15% Education & years of experience requirements: Typically requires a Bachelor's degree and a minimum of 13+ years of related experience. At this level a graduate degree may be expected with 6 years of related experience. 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. Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom's AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com. Meritain, an Aetna Company, creates and publishes the Machine-Readable Files on behalf of Dexcom. To link to the Machine-Readable Files, please click on the URL provided: https://health1.meritain.com/app/public/#/one/insurerCode=MERITAIN_I&brandCode=MERITAINOVER/machine-readable-transparency-in-coverage?reportingEntityType=TPA_19874&lock=true 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: $135,100.00 - $225,100.00

Responsibilities

The role involves analyzing data and driving business growth through patient support services programs. It requires collaboration across teams to enhance processes and improve patient experiences.