Clinical Product Specialist II – West Coast/Mountain Region

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

📋 Description

• Deliver customer education, training, and assistance through phone, virtual platforms, and email throughout the customer journey.

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

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

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

• Address the ongoing learning and development requirements of Product Support teams.

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

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

• Manage intricate clinical issues, medical events, customer onboarding, product usage, PDM settings, and adjustments.

• Evaluate customer training and education needs while providing personalized clinical guidance and recommendations.

• Adhere to standardized workflows, document customer interactions in the CRM system, and fulfill service level agreements.

• Maintain a comprehensive understanding of Insulet products and articulate their operation and usage.

• Actively manage customer relationships to ensure retention on products.

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

• Provide on-call support as necessary.

• Ensure compliance with HIPAA and regulatory standards.

• Work in tandem with Post-Market and Quality Systems for necessary agency reporting.

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

• Carry out administrative tasks and submit work timely.

• Engage in regular team and cross-functional meetings.

• Execute other duties as assigned.

⛳️ Requirements

• Bachelor’s degree.

• A minimum of 2 years of experience in training and/or managing insulin pump patients.

• Up-to-date professional credentials and/or certifications are essential, such as Certified Diabetes Care and Education Specialist (CDCES), Registered Dietitian (RD), or Registered Nurse (RN).

• State licensure is required as applicable.

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

• Must maintain all required licensure for the duration of employment.

• Experience in communicating with diverse audiences.

• Previous industry/commercial experience is highly preferred.

• Background in a contact center or relevant environment is favored.

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

• Strong professional presentation skills.

• Self-motivated individual who requires minimal direction; extremely adaptable, with solid business acumen.

• Process-oriented and open to taking on new challenges.

• Proficiency in computer skills, including Microsoft Office Suite and Salesforce.

• Ability to meet remote working space requirements, including security standards.

• Willingness to travel occasionally for meetings and training sessions.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with company match.

• Paid time off (PTO).

• Additional wellness programs for employees.

• Fully remote working options.

• Occasional travel for meetings and Product Support training sessions.