Clinical Retention Specialist

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

📋 Description

• Enhance the long-term use of Omnipod products and improve health outcomes for individuals managing diabetes.

• Provide tailored education and training to both patients and healthcare professionals through phone and virtual channels.

• Offer proactive follow-up, clinical consultations, guidance, and troubleshooting assistance.

• Instruct customers and healthcare providers on utilizing Omnipod's data and reporting tools.

• Address routine and moderately complex issues while escalating matters that fall outside established protocols.

• Engage in proactive retention outreach to evaluate satisfaction, reinforce product value, and address any concerns.

• Utilize clinical retention selling techniques to encourage ongoing usage of Omnipod products.

• Detect signs of disengagement or potential churn through data analysis and assessment.

• Collaborate with Customer Success teams on focused retention strategies.

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

• Build knowledge of local healthcare systems, diabetes centers, referral patterns, and payer considerations.

• Partner with healthcare providers to align educational efforts with treatment plans.

• Work together with clinical services, field teams, sales leadership, Customer Success, Marketing, Data Insights, and Voice of the Customer teams.

• Recognize and report on regional trends, risks, and opportunities.

• Contribute to the development of educational tools, customer journeys, and targeted retention initiatives.

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

• Record customer interactions, outcomes, and next steps in Salesforce.

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

• Participate in data-driven projects aimed at enhancing regional retention performance and program effectiveness.

⛳️ Requirements

• A Bachelor's degree is required.

• An active professional clinical credential, such as Registered Nurse (RN) or Registered Dietitian (RD), is necessary.

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

• Direct experience in a diabetes care setting working with healthcare providers.

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

• Ability to maintain the necessary professional licensure and Omnipod product certifications.

• Strong and persuasive communication skills with diverse audiences through phone and virtual platforms.

• Proficient knowledge of diabetes technology and data interpretation.

• Expertise in Microsoft Office and Salesforce.

• Willingness to reside in the assigned geographic area.

• Flexibility to work scheduled shifts, including occasional evenings, weekends, and holidays.

• Limited travel may be required as needed.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with company matching.

• Paid time off (PTO).

• Additional wellness programs for employees.

• Eligibility for incentive compensation.

• Home workspace that meets company security and productivity standards.