Clinical Retention Specialist (West)

Insulet Corporation•Washington, NV

2d•$87,200 - $130,850•Remote

About The Position

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.

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

Nice To Haves

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

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