Clinical Retention Specialist

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Utilize evidence-based knowledge in diabetes management to enhance patient interactions and ensure successful use of Omnipod therapy.

• Provide tailored education and training to both new and existing patients as well as healthcare providers through phone and virtual platforms.

• Offer proactive follow-up, clinical consultation, recommendations, and troubleshooting to promote ongoing device adoption.

• Educate customers and healthcare providers about the Omnipod data and reporting tools.

• Determine suitable actions for routine and moderately complex situations and escalate issues that fall outside established guidelines.

• Act as the clinical retention contact for a designated geographic area.

• Conduct proactive outreach to evaluate satisfaction, reinforce product benefits, and address any concerns.

• Employ clinical retention selling techniques to encourage continued use of Omnipod.

• Recognize indicators of disengagement or churn through data assessment and analytics.

• Collaborate with Customer Success teams to implement targeted retention strategies.

• Identify obstacles to therapy continuation and apply patient-centered solutions.

• Acquire knowledge of regional healthcare systems, diabetes centers, referral patterns, and payer considerations.

• Partner with healthcare providers to synchronize education with treatment plans.

• Work alongside clinical, field, sales, customer success, care, commercial, marketing, data, and voice-of-customer teams.

• Identify and relay regional trends, risks, and opportunities.

• Contribute to the development of educational tools, customer journeys, and focused retention campaigns.

• Assist clinicians and customers with clinical software and digital diabetes management tools.

• Document customer interactions, outcomes, and subsequent steps in Salesforce.

• Analyze engagement data, usage patterns, and retention metrics.

• Engage in data-driven initiatives to enhance regional retention performance.

• Provide insights that refine retention programs and customer workflows.

⛳️ Requirements

• Bachelor’s degree is required.

• Professional clinical credentials, such as Registered Nurse (RN) or Registered Dietitian (RD), are mandatory.

• A minimum of 3 years of experience in training and/or supporting insulin pump patients.

• Direct experience collaborating with healthcare providers in a diabetes care environment.

• Current Certified Diabetes Care and Education Specialist (CDCES) credential is essential.

• Must maintain all required professional licensure and Omnipod product certifications.

• Possess the ability to communicate effectively and persuasively with diverse audiences via phone and virtual platforms.

• Strong clinical acumen with expertise in diabetes technology and data interpretation is necessary.

• Proficiency in Microsoft Office and Salesforce is required.

• Home workspace must adhere to company security and productivity standards.

• Ability to sit and converse on the phone for extended periods during scheduled shifts.

• Manual dexterity is required for computer and headset usage.

• Availability for occasional evenings, weekends, holidays, and limited travel as necessary.

🏝️ Benefits

• Eligibility for incentive compensation.

• Medical, dental, and vision insurance coverage.

• 401(k) plan with company matching.

• Paid time off (PTO).

• Additional wellness programs for employees.