Clinical Product Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Respond to incoming customer inquiries via phone, email, or assigned tasks.

• Assist with product training and troubleshooting through virtual meetings with customers.

• Address complex clinical issues, medical events, onboarding, product usage, PDM settings, and product conversions.

• Evaluate customer training and education needs, providing tailored clinical guidance and recommendations.

• Adhere to standardized workflows and document customer interactions within the CRM system.

• Clarify the operation and usage of Insulet products to existing customers.

• Actively manage customer relationships to retain clients on the product.

• Advocate for the benefits of insulin pump therapy and ensure continuous customer education.

• Offer on-call support as required.

• Collaborate with teams in Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Clinical Field, Customer Care, Post-Market, and Quality Systems.

• Delegate patient training to Certified Pump Trainers or conduct training via phone, virtually, and through email.

• Execute administrative tasks and submit work punctually.

• Engage in regular team and cross-functional meetings.

• Undertake additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree.

• At least 2 years of experience in training and/or managing insulin pump patients.

• Current professional credentials and/or certifications mandatory, such as CDCES, Registered Dietitian, or Registered Nurse.

• State licensure is required as applicable.

• A valid Certified Diabetes Care and Education Specialist certification is required.

• Capability to maintain all necessary licensure throughout employment.

• Experience engaging with a diverse range of audiences.

• Previous industry/commercial experience is highly preferred.

• Experience in a contact center or similar environment is preferred.

• Background in providing assessment and troubleshooting via phone, virtual platforms, and email is preferred.

• Ability to work remotely while meeting security and other requirements.

• Capacity to sit and stand in a typical office setting.

• Manual dexterity for operating a calculator and computer keyboard.

• Willingness to travel occasionally for meetings and Product Support training.

🏝️ Benefits

• Remote working position.

• Occasional travel for meetings and Product Support trainings.

• Equal opportunity employer.

• A culture that promotes a healthy work-life balance.

• Employees are provided with the tools and support necessary for success.

• Curiosity, innovation, and continuous learning are encouraged.

• Collaborative teams are empowered to take action for customers.