Senior Clinical Retention Specialist (Mid-Atlantic - VA, WV, KY, MD, DC, NC, DE)

Job Summary Ready to take the next step in your career? As a Sr. Clinical Retention Specialist for the Mid-Atlantic region, you’ll work on high-impact initiatives, partner with cross-functional teams, and help scale one of the most exciting growth phases in our company’s history. The Senior Clinical Retention Specialist is focused on driving long-term adoption of Omnipod® products and improving health and quality-of-life outcomes for people living with diabetes within an assigned geographic region. This role combines advanced clinical expertise, consultative retention engagement, and regional accountability to deliver high-impact education, proactive risk mitigation, and personalized clinical support. The ideal candidate is a highly experienced, results-oriented clinical educator who thrives in a fast-paced, high-volume phone and virtual environment. Operating with a high degree of autonomy, the Senior Clinical Retention Specialist independently manages complex clinical and retention scenarios, serves as a trusted clinical expert within their region, and contributes to elevating team capability through mentorship and knowledge sharing. Key Responsibilities Advanced Clinical Expertise & Education Act as an expert clinical resource for complex diabetes management scenarios requiring advanced judgment and intervention, escalated by the Clinical Retention Specialist I. Apply evidence-based diabetes management principles to guide patients and healthcare providers through nuanced Omnipod therapy challenges. Deliver advanced, personalized clinical education and training via phone and virtual platforms. Provide proactive follow-up, consultation, troubleshooting, and escalation support to enable sustained device adoption. Interpret and educate on Omnipod data and reporting tools to support informed clinical decision-making. Maintain all required clinical licensure, CDCES certification, and Omnipod credentials while consistently demonstrating clinical excellence and compliance. Customer & Healthcare Provider Engagement / Retention Manage clinical retention quotas assigned for a defined geographic region, including complex and at-risk customer scenarios. Execute established retention strategies while tailoring engagement approaches to individual patient and regional needs. Conduct high-impact inbound and outbound interactions to assess satisfaction, reinforce product value, and remove barriers to continued use. Apply consultative, clinically grounded retention techniques to strengthen confidence and long-term adherence. Identify early indicators of disengagement and partner cross-functionally to support timely, targeted interventions. Assess and address multidimensional barriers to therapy continuation (clinical, behavioral, psychosocial, logistical, or access-related). Build and maintain strong working relationships with healthcare providers to align education with treatment plans and support continuity of care. Develop and apply understanding of regional healthcare dynamics, including payer and access considerations influencing retention. Regional Contribution & Cross-Functional Partnership Serve as a key clinical contributor for the assigned geography, ensuring a consistent and high-quality retention experience. Partner closely with Clinical Teams, Customer Success, and Commercial teams to align on customer needs and retention priorities. Surface regional insights, trends, and risks to inform continuous improvement of retention programs and workflows. Contribute frontline perspective to enhance enterprise tools, resources, and engagement strategies. Knowledge Sharing & Informal Mentorship Provide guidance and support to Clinical Retention Specialist I on complex clinical cases and retention scenarios. Share best practices, tools, and clinical insights to promote consistency and effectiveness across the team. Participate in onboarding support activities such as call shadowing or case discussions as needed. Contribute to team learning through knowledge sharing and participation in clinical or retention-focused discussions. Mentor 1–2 new Clinical Retention Specialists annually, supporting onboarding through call shadowing, case reviews, and workflow coaching during the first 60–90 days Data Analysis & Documentation Maintain accurate, thorough documentation of all customer interactions and interventions in Salesforce. Analyze customer engagement data, usage patterns, and retention metrics to identify risks and opportunities. Apply insights to adjust engagement approaches and improve individual performance and customer outcomes. Support data-driven initiatives aimed at enhancing retention effectiveness. Role Scope & Decision Making Operates independently within established clinical and retention frameworks. Exercises advanced clinical and situational judgment across complex scenarios. Manages high-risk and escalated cases with minimal oversight. Influences outcomes, customer experience, and team effectiveness through expertise and collaboration rather than formal authority. Education & Experience Bachelor’s degree required; advanced clinical education preferred. Active clinical credential required (RN or RD). 5+ years of experience supporting insulin pump therapy and diabetes technology. Demonstrated expertise managing complex clinical cases and provider interactions. Current CDCES credential required. Experience serving as a senior resource or informal mentor preferred. Ability to maintain all required licensure and Omnipod certifications. Skills & Competencies Deep clinical expertise in diabetes management and technology. Strong consultative communication and virtual engagement skills. Ability to influence without authority and contribute to team capability. Analytical mindset with ability to translate insights into action. Strong problem solving, prioritization, and self-management skills. Highly independent, adaptable, and effective in a fast-paced environment. Proficient in Microsoft Office and Salesforce. Industry or sales-adjacent clinical experience preferred. Physical & Work Requirements Remote role aligned to an assigned geographic region – must live in assigned geographic region: VA, WV, KY, MD, DC, NC, DE Ability to sustain extended phone and virtual interactions. Manual dexterity for computer and headset use. Flexibility for occasional evenings, weekends, holidays, and limited travel. Additional Information: Compensation & Benefits: For U.S.-based positions only, the annual base salary range for this role is $95,900.00 - $143,900.00 This position may also be eligible for incentive compensation. We offer a comprehensive benefits package, including: • Medical, dental, and vision insurance • 401(k) with company match • Paid time off (PTO) • And additional employee wellness programs Application Details: This job posting will remain open until the position is filled. To apply, please visit the Insulet Careers site and submit your application online. Actual pay depends on skills, experience, and education. Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com. We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it! At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. (Know Your Rights) Insulet Corporation is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. (Know Your Rights) Insulet employees are all focused on the same goal — to make a difference. Our relentless passion is to simplify life for people with diabetes. We excite and empower employees to bring their best selves to work through a culture that supports a healthy work and life balance. We set the bar high to meet customer needs, and our priority is to ensure our employees are equipped and supported to help us get there. We foster and celebrate curiosity, innovation, and learning. Our teams work collaboratively and are empowered to drive the best actions for our customers. Our innovation spirit and customer-centric focus position us as global pioneers — leading the way to improve health outcomes with revolutionary medical devices while breaking down barriers to access.