Clinical Product Specialist II (Remote - Central/East Region: OK, MO, AR, MS, TX, LA, AL, MI, IN, IL, WI, OH, MN, IA, SD, ND, FL, TN, GA, SC, VA, WV, KY, MD, DC, NC, DE)

Insulet Corporation•Washington, DC

7d•$79,300 - $118,900•Remote

About The Position

The Clinical Product Specialist II (CPS) provides customer education, training, and support by phone, virtual platforms, and email throughout the customer journey, including onboarding, troubleshooting, and continued use of Insulet’s Omnipod products. The role handles customer contacts requiring deeper clinical knowledge, assesses individual education needs, and provides technical, educational, operational, and sales support. It also supports ongoing learning and development for Product Support teams and collaborates across departments to promote patient success, product innovation, and business growth. This position is eligible for 100% remote work within the assigned geography, with the option to work hybrid on-site and virtually. The specialist must live within the specified states and maintain required credentials and licensure.

Requirements

Bachelor’s degree and at least 2 years of experience training and/or managing insulin pump patients.
Current Certified Diabetes Care and Education Specialist (CDCES) certification.
Professional, up-to-date credentials and/or certifications, such as CDCES, Registered Dietitian (RD), or Registered Nurse (RN).
State licensure as required, maintained for the duration of employment.
Must live within the assigned geography: OK, MO, AR, MS, TX, LA, AL, MI, IN, IL, WI, OH, MN, IA, SD, ND, FL, TN, GA, SC, VA, WV, KY, MD, DC, NC, or DE.

Nice To Haves

Prior industry or commercial experience.
Experience in a contact center or other relevant environment.
Experience assessing and troubleshooting via phone, virtual platforms, and email.
Professional and polished presentation skills.
Self-starter who needs minimal direction, is extremely flexible, and has good business acumen.
Process-oriented and willing to take on new tasks.
Proficiency with computers, including Microsoft Suite and Salesforce.

Responsibilities

Respond to customer questions by phone, email, or assigned tasks in a timely and empathetic manner.
Provide product training and troubleshooting, including virtual meetings with customers as needed.
Handle contacts requiring deeper clinical knowledge, including medical event occurrences, onboarding, ongoing product use, Personal Diabetes Manager settings or setting changes, and product conversion.
Assess customer training and education needs and provide individualized clinical guidance and recommendations.
Follow standardized workflows, document all customer interactions in the Customer Relationship Management system, and meet departmental service levels.
Maintain thorough knowledge of Insulet products and explain their operation and use to customers.
Proactively manage customer relationships and help retain customers on product.
Promote insulin pump therapy and provide ongoing customer education.
Provide on-call support as needed.
Collaborate with Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, the Clinical Field team, and Customer Care to support patient success, product innovation, and business growth.
Maintain compliance with HIPAA and other applicable regulatory requirements.
Work with Post-Market and Quality Systems to ensure timely reporting to required agencies.
Assign patient trainings to Certified Pump Trainers or conduct customer training by phone, virtually, and by email.
Complete administrative duties and submit them on time.
Participate in regular team and cross-functional meetings.
Perform other duties as assigned.