Clinical Retention Specialist (Hybrid)

Job Summary
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.

Key Responsibilities

Clinical Expertise & Education

• 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

Customer/HCP Engagement & 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

Relationship Management & Customer Experience

• 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.

Data Analysis & Documentation

• 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

Education & Experience

Minimum 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.

Preferred Skills & Competencies

• 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

Physical Requirements

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity is needed for using a calculator and computer keyboard.
• This position is a remote working position, and the working space will have to meet certain requirements (security, etc.)
• Occasional holiday and/or weekend coverage may be necessary

• Workflow problem-solving skills

NOTE: This position is eligible for hybrid working arrangements. #LI-Hybrid

Additional Information:
Compensation & Benefits:For U.S.-based positions only, the annual base salary range for this role is $79,300.00 - $118,900.00This 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 programsApplication 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.

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