CGM or Basal-IQ
Which CGM type(s) can a customer use with a Basal-IQ pump?
G6
What number do Control-IQ software versions begin with?
7
Which product you would send when a customer needs syringe/needle replacements?
Cartridges
Customer reports their infusion set got ripped off. Which script do you use?
Script #157: Infusion Set – Adhesive Issue
Which company ships Tandem rubber doors and screen protectors for U.S. customers?
USPS
A customer has a 7.7 pump. Which CGMs are compatible with their pump?
Dexcom G6 and G7
This is occurring when the customer sees the bottom half of the diamond shaded orange on the CGM graph.
What is Control-IQ has decreased basal insulin delivery?
Where you will find Battery Start/End and USB Connected/Disconnected details?
Complete History
When will you replace the pump for a Data Error Alert 4?
If a Data Error Alert 4 has already occurred in the past 6 months with the same pump SN
Which company ships all Tandem products for Goodwill Orders (besides rubber doors and screen protectors)?
UPS
When will insulin will suspend with Basal-IQ technology?
If the 30-min predicted reading is less than 80 mg/dL or if the current reading is 70 mg/dL or less
These two Control-IQ activities cannot be turned on at the same time.
What is Sleep Mode and Exercise Mode?
Customer reports they don't see their blood glucose readings on their pump, instead they see a red circle with a slash and a martini glass inside of it. They are using a FreeStyle Libre 2+. No alerts were in the history. What script do you use?
Script #382: Loss of Connection (LOC), Out of Range (OOR), or CGM Check Sensor Alert 28 - FSL2 Plus
Name at least 3 activities that cause faster battery depletion.
• Increased insulin usage
• Increased touchscreen interaction
• Repeated vibration/beeping from frequent alerts and alarms
• TX in 24 hour "searching" period
• Bluetooth setting turned on when not using the mobile app
This is the zip code pumps ship from for U.S. customers
92121
Name one reason that Basal-IQ will resume insulin after it has been suspended.
If the current CGM reading increased from the previous reading (NADIR), if insulin has been suspended for 2 hours in the last 2.5 hours, or if more than 10 mins of CGM data is missing.
Which user-programmed setting that increases or decreases basal rates for a period of time?
Temp Rate
What do you do if a customer reports receiving an Invalid TX ID issue on both the pump and Dexcom mobile app?
Warm transfer to Dexcom
What are two potential causes of a fill estimate discrepancy due to user error?
Using cold insulin, refilling/reusing cartridges, overfilling cartridges, or not doing the correct air removal steps.
Which shipping method do you select for pump replacements for Canadian customers?
Name at least 2 things you will see on the pump home screen when Basal-IQ suspends insulin.
A Red S next to the insulin gauge, the bottom half of the gray diamond under the battery gauge is shaded red, and a red bar on the CGM graph
Name at least 2 key differences between Basal-IQ and Control-IQ.
What is Control-IQ adjusts basal to account for both high and low bgs, delivers automatic correction boluses, can not use temp rate, has exercise and sleep activities, insulin duration is set at 5 hours, and requires weight and total daily insulin?
Where you would direct the customer to on the pump when they need to prime the tubing for air bubbles?
Load > Fill Tubing > Fill on existing cartridge
A customer reports a malfunction happened earlier today and they reset the pump themselves. They did not write down the Code/Fault ID. In Pump History, you see Malfunction 0. What will you do?
Replace the pump. (No Fault ID)
What is the shipping cutoff for goodwill orders in Canada and U.S? (include days and times)
Canada: 12pm PST, Monday-Friday
U.S.: 1pm PST, Monday-Friday