Clinical Product Specialist II (CA, OR or anywhere in the West Coast/Mountain Region)

Insulet Corporation•US - California, CA

13d•$87,200 - $130,850•Remote

About The Position

The Clinical Product Specialist II provides customer education, training, and support by phone, email, and virtual platforms throughout the customer journey, including onboarding, troubleshooting, and ongoing use of Insulet’s Omnipod products. The role provides technical, educational, operational, and sales support; assesses customer needs and offers individualized clinical guidance; and supports customer relationships and retention. The specialist collaborates across clinical, product support, learning and development, medical affairs, marketing, research and development, quality, and customer care teams to support patient success and product innovation. This is a remote-working position, with optional hybrid on-site/virtual arrangements. Occasional travel is required for meetings and Product Support training.

Requirements

Bachelor’s degree.
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, or Registered Nurse; state licensure where required.
Ability to maintain all required licensure for the duration of employment.
Experience communicating with a wide range of audiences.

Nice To Haves

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

Responsibilities

Answer incoming customer questions by phone, email, or assigned tasks in a timely and empathetic manner.
Meet virtually with customers as needed to provide product training and troubleshooting.
Handle customer contacts requiring deeper clinical knowledge, including medical event occurrences, onboarding and ongoing product use, Personal Diabetes Manager settings or changes, and product conversion.
Assess customers’ 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 a thorough understanding of Insulet products and explain their operation and use to customers.
Proactively contact customers to manage relationships and support product retention.
Promote the benefits of insulin pump therapy and provide ongoing customer education.
Provide on-call support as needed.
Work with Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, the Clinical Field team, and Customer Care to support patient success and product innovation.
Maintain compliance with HIPAA and other applicable regulatory requirements.
Collaborate 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, or email.
Complete administrative duties and submit required work on time.
Participate in regular team and cross-functional meetings.
Perform other duties as assigned.