Clinical Retention Specialist (West)

Job Summary

Clinical Retention Specialist
Overview
The Clinical Retention Specialist is a clinically driven retention role focused on strengthening long term adoption of Omnipod® products and improving health and quality of life outcomes for people living with diabetes. This position blends deep clinical expertise, consultative selling, and relationship management to retain customers through high impact education, proactive issue resolution, and personalized clinical support.

The ideal candidate is a dynamic, results oriented clinical educator who thrives in a fast paced, high volume phone/virtual environment and partners closely with internal teams and healthcare providers.

Through value driven clinical conversations, this role reinforces confidence in Omnipod therapy and proactively addresses barriers to long term use. Operates as an individual contributor without formal people management responsibility. Requires independent judgment in managing day to day customer interactions, prioritizing outreach, and delivering clinical education within defined parameters.

Position Summary:

The Clinical Product Specialist (CPS) will work cross functionally with other departments across the organization including Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Research & Development, and Customer Care teams to provide customer education and support via phone and email to assist all points of the customer journey, from onboarding to sustaining customers on product.  Provide technical, educational, operational and sales support to customers.  Support ongoing learning and development needs of Product Support teams.

 

Responsibilities:

• Answer incoming customer questions via phone, email or assigned tasks in a timely and empathetic manner
• Support product training and troubleshooting needs by meeting virtually with customers as needed
• Handle customer contacts requiring a deeper knowledge, assessment and understanding of clinical related issues including medical event occurrences, customer onboarding and ongoing product use, Personal Diabetes Manager (PDM) settings or setting changes, and product conversion
• Asses the training and education needs of customers to provide individualized clinical guidance and recommendations
• Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels
• Maintain a thorough understanding of products offered by Insulet with the ability to explain to existing customers their operation and use
• Proactively reach out to help manage customer relationships and retain customers on product
• Promote the benefits of insulin pump therapy and offer continuous education to customers
• Provide on-call support as needed
• Works in conjunction with Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Clinical Field team, and Customer Care to ensure patient success and product innovation for continued business growth and development
• Maintain compliance to HIPAA and other regulating bodies as required
• Collaborate with Post-Market and Quality Systems to ensure timely reporting for required agencies
• Assign patient trainings to Certified Pump Trainers (CPTs) or conduct customer training over phone, virtually and email
• Ability to perform administrative duties and turn in on a timely basis
• Participate in regular team meetings and cross functional meetings for collaboration
• Perform other duties as assigned

Education & Experience

Minimum Requirements:

• Bachelor’s degree and a minimum of 2 years’ experience training and/or managing insulin pump patients
• Professional up-to-date credentials and/or certifications are mandatory:  i.e. Certified Diabetes Care and Education Specialist (CDCES), Registered Dietitian (RD), or Registered Nurse (RN)
• State licensure is mandatory as required
• Current Certified Diabetes Care and Education Specialist certification required
• Must be able to maintain all required licensure for duration of employment
• Experience communicating with a wide range of audiences

Preferred Skills & Competencies:

• Prior industry/commercial experience strongly preferred
• Experience in a contact center or other relevant environment preferred
• Experience providing assessment and troubleshooting via phone, virtual platforms, and email preferred
• Professional and polished presentation skills
• Excellent customer service skills
• Strong interpersonal communications, both oral and written
• Self-starter who needs minimal direction; extremely flexible, with good business acumen
• Process-oriented and willing to take on new tasks
• Proficiency with computers, including Microsoft Suite and Salesforce

Physical Requirements:

• Requires sitting and standing associated with a normal office environment
• Manual dexterity needed for using a calculator and computer keyboard
• This position is a remote working position, and the working space will have to meet certain requirements (security, etc.)
• Occasional travel is required for meetings and to support the Product Support trainings.

Additional Information:

Compensation & Benefits: For U.S.-based positions only, the annual base salary range for this role is $87,200.00 - $130,850.00 This position may also be eligible for incentive compensation. We offer a comprehensive benefits package, including: • Medical, dental, and vision insurance • 401(k) with company match • Paid time off (PTO) • And additional employee wellness programs Application Details: This job posting will remain open until the position is filled. To apply, please visit the Insulet Careers site and submit your application online. Actual pay depends on skills, experience, and education.