Clinical Product Specialist

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

📋 Description

• Respond to incoming customer inquiries through phone, email, or designated tasks

• Assist with product training and troubleshooting via virtual meetings with customers

• Manage customer interactions related to clinical concerns, medical events, onboarding, product usage, PDM settings, and product conversions

• Evaluate customer training and educational requirements and deliver personalized clinical support

• Adhere to standardized processes, document customer engagements in the CRM system, and fulfill service level expectations

• Clarify Insulet products, their functionalities, and usage to customers

• Proactively cultivate customer relationships and ensure customer retention for the product

• Advocate for the advantages of insulin pump therapy and offer ongoing customer education

• Provide on-call assistance as necessary

• Work collaboratively across teams to enhance patient success, innovate products, and drive business growth

• Ensure compliance with HIPAA and regulatory standards

• Partner with Post-Market and Quality Systems for timely reporting to regulatory agencies

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

• Execute administrative tasks and submit them punctually

• Engage in regular team and cross-departmental meetings

⛳️ Requirements

• Bachelor's degree

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

• Up-to-date professional credentials and/or certifications required, such as CDCES, RD, or RN

• State licensure is required as necessary

• Current Certified Diabetes Care and Education Specialist certification is mandatory

• Ability to sustain all necessary licensure throughout the duration of employment

• Experience in communicating with diverse audiences

• Previous industry or commercial experience is highly preferred

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

• Proficient in providing assessments and troubleshooting through phone, virtual platforms, and email

• Familiarity with Salesforce

• Capacity to meet security protocols for remote work

• Willingness to travel occasionally for meetings and Product Support training

• Ability to uphold HIPAA and other regulatory compliance standards

🏝️ Benefits

• Remote work opportunity

• Occasional travel for meetings and to facilitate Product Support trainings

• Healthy work-life balance

• Collaborative work environment

• Opportunities for learning and professional development