Clinical Retention Specialist (Hybrid)

Insulet Corporation•San Diego, CA

1d•Hybrid

About The Position

As a Clinical Retention Specialist, you will play a crucial role in proactively engaging with our customers to strengthen their relationship with our Omnipod brand, aimed at simplifying life for people managing diabetes. You will focus on retaining customers by providing outstanding service, addressing concerns, and ensuring they receive maximum value from our Omnipod products and services. In this role you will be a clinical expert delivering education and training to new and current customers as well as healthcare providers, to drive exceptional patient outcomes. We are looking for a collaborative educator who works closely with key stakeholders to support our customers’ ability to take control of their health and improve their quality of life.

Requirements

Bachelor’s degree and a minimum of 3+ years’ experience training and/or managing insulin pump patients.
Experience working directly with Healthcare Providers in a diabetes setting
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)
Current Certified Diabetes Care and Education Specialist (CDCES) certification required.
Current certification in Omnipod Product Training
Must be able to maintain all required licensure for duration of employment.
Experience communicating with a wide range of audiences.

Nice To Haves

Prior industry/commercial experience strongly preferred.
Experience with virtual or phone based clinical support or other relevant environment a plus.
Knowledge of Data interpretation/engagement metrics
Workflow problem‑solving skills
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

Responsibilities

Maintain clinical certifications across all Omnipod products to demonstrate a thorough understanding and provide accurate, within-scope information when responding to customer inquiries or performing product training.
Provide customers and healthcare providers with education on Omnipod products, including updates, new features, and available resources to support diabetes management.
Empower patients to manage their diabetes effectively by explaining device features, functionality, and best practices for optimal everyday use.
Promote the life-changing benefits of insulin pump therapy to healthcare providers to support informed decision-making.
Demonstrate ability to navigate complex customer interactions using evidence-based clinical knowledge and assessment to address challenges in diabetes management and explain product operation and use.
Review and educate on diabetes data management reports within Omnipod platforms to gather insights, assist customers in HCP conversations, and support HCPs with report interpretation and analysis of product-related inquiries.
Identify early signs of disengagement or drop‑off and communicate to customer success team to develop programs to intervene
Troubleshoot barriers to staying on therapy and develop solutions to improve retention
Initiate outbound calls, emails, and other communication methods to new and existing customers to check satisfaction, address concerns, and ensure they are maximizing the benefits of our products and services.
Deliver product training to Omnipod patients and support customers post-training via phone calls, virtual sessions, and other communication pathways to ensure retention and successful utilization and optimization of Omnipod products.
Support healthcare providers and customers by providing ongoing support, education, troubleshooting, and guidance for successful long-term device usage and adoption of Insulet products.
Champion inspiring patient success stories, leveraging real-world examples to demonstrate the impact of Insulet’s solutions and drive product adoption through clinical selling and retention techniques.
Collaborate with Clinical Services Managers and field teams to support a seamless path for retention on product.
Work closely with Customer Success and Retention teams to identify opportunities to grow the Customer Guided Support Journey and assist in developing resources and email campaigns for ongoing customer support.
Support clinicians using clinical software or digital tools
Analyze usage patterns and identify churn risks
Provide workflow optimization guidance
Partner with customer success, data insights, Voice of the Customer, and commercial teams to improve adoption
Establish and nurture strong, trust-based relationships with customers, listening to their needs and concerns with empathy and professionalism.
Address customer concerns promptly, collaborating with relevant teams to find solutions and deliver a seamless customer experience.
Identify opportunities to upsell or cross-sell additional products or services aligned with customer needs and preferences.
Maintain detailed records of customer interactions and outcomes within Salesforce activities and campaigns, ensuring accurate tracking of feedback and concerns.
Participate in data analysis to identify patterns and trends that inform retention initiatives and enhance customer success with Omnipod products