Clinical Product Specialist – South Region

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

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

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

• Manage customer interactions related to clinical issues, medical events, onboarding, product usage, PDM settings, and product conversion.

• Evaluate customer training and education needs, offering personalized clinical guidance and recommendations.

• Adhere to standardized workflows, document customer interactions in the CRM system, and achieve departmental service levels.

• Maintain comprehensive knowledge of Insulet products and articulate their operation and usage to customers.

• Proactively nurture customer relationships and ensure customer retention on the product.

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

• Provide 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.

• Uphold HIPAA and other regulatory compliance.

• Ensure timely reporting to necessary agencies.

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

• Perform administrative tasks and submit work punctually.

• Engage in regular team and cross-functional meetings.

• Carry out additional duties as assigned.

⛳️ 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, such as CDCES, RD, or RN.

• State licensure as required.

• Current certification as a Certified Diabetes Care and Education Specialist.

• Ability to maintain all necessary licensure throughout employment.

• Experience in communicating with a diverse range of audiences.

• Prior industry/commercial experience is strongly preferred.

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

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

• Professional and polished presentation skills.

• Exceptional customer service abilities.

• Strong oral and written interpersonal communication skills.

• Self-motivated individual capable of working with minimal supervision and high flexibility.

• Good business acumen.

• Process-oriented and willing to embrace new tasks.

• Proficient in using computers, Microsoft Suite, and Salesforce.

• Ability to meet physical requirements involving sitting, standing, manual dexterity, calculator use, and computer keyboard use.

• Capacity to work in a secure remote workspace.

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

🏝️ Benefits

• Eligibility for incentive compensation.

• Medical, dental, and vision insurance.

• 401(k) plan with company matching.

• Paid time off (PTO).

• Additional employee wellness programs.

• Remote working position.

• Culture that promotes a healthy work-life balance.

• Opportunities for employee support, curiosity, innovation, and learning.