Clinical Retention Specialist (West)

Summary

Insulet Corporation is a medical device company focused on diabetes management through its Omnipod product platform. The Clinical Retention Specialist provides clinical education, technical support, proactive issue resolution, and relationship management to help customers adopt and continue using Omnipod products. The role also collaborates with cross-functional teams, supports customer training, and maintains regulatory and documentation compliance.

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

Skills

• 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
• 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
• 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

Qualifications

Must Haves

• 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
• 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

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

Benefits

• This position may also be eligible for incentive compensation.
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (PTO)
• Additional employee wellness programs
• Remote working position