Clinical Product Specialist II – Central/East Region

This is a fully remote position, open to applicants in Alabama, +30 more states.

📋 Description

• Deliver customer education, training, and support through phone, virtual platforms, and email throughout the customer experience.

• Assist with onboarding, troubleshooting, product conversion, and customer retention for the Omnipod product line.

• Collaborate across departments including Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Research and Development, Clinical Field, and Customer Care teams.

• Offer technical, educational, operational, and sales support to customers.

• Address ongoing learning and development needs of Product Support teams.

• Respond to incoming customer inquiries via phone, email, or assigned tasks promptly and with empathy.

• Conduct virtual meetings with customers for product training and troubleshooting.

• Manage contacts regarding clinical issues, medical events, onboarding, product usage, Personal Diabetes Manager settings, and product conversion.

• Evaluate customer education and training needs and provide personalized clinical advice and recommendations.

• Adhere to standardized workflows, document customer interactions in the Customer Relationship Management system, and meet departmental service standards.

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

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

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

• Provide on-call support as necessary.

• Work with Post-Market and Quality Systems for timely reporting to relevant agencies.

• Assign patient training to Certified Pump Trainers or conduct training through phone, virtual, and email methods.

• Carry out administrative tasks and submit work punctually.

• Engage in regular team and cross-functional meetings.

• Ensure compliance with HIPAA and other regulatory standards.

• Perform other assigned responsibilities.

⛳️ Requirements

• Bachelor’s degree.

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

• Current professional credentials and/or certifications are required, such as CDCES, RD, or RN.

• State licensure is mandatory as per requirements.

• Current Certified Diabetes Care and Education Specialist certification is required.

• Must maintain all necessary licensure throughout employment.

• Residency within the assigned geography is required: OK, MO, AR, MS, TX, LA, AL, MI, IN, IL, WI, OH, MN, IA, SD, ND, FL, TN, GA, SC, VA, WV, KY, MD, DC, NC, DE.

• Previous industry/commercial experience is highly preferred.

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

• Familiarity with providing assessment and troubleshooting via phone, virtual platforms, and email is preferred.

• Strong professional and polished presentation abilities.

• Self-motivated individual requiring minimal guidance, adaptable, and possessing business acumen.

• Process-oriented and willing to embrace new tasks.

• Proficient with computers, including Microsoft Suite and Salesforce.

🏝️ Benefits

• Eligibility for incentive compensation.

• Medical, dental, and vision insurance.

• 401(k) with company matching.

• Paid time off (PTO).

• Additional employee wellness programs.

• 100% remote working options available within the assigned geography.

• Hybrid on-site/virtual work arrangements may be available upon request.