Clinical Retention Specialist

This is a fully remote position, open to applicants in Arizona, +11 more states.

📋 Description

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

• Provide assistance with product training and troubleshooting through virtual meetings with customers.

• Manage customer interactions related to clinical matters, medical events, onboarding, ongoing product usage, PDM settings, and product transitions.

• Evaluate customer training and educational requirements and offer personalized clinical advice and recommendations.

• Adhere to standardized processes, record customer interactions in the Customer Relationship Management system, and fulfill departmental service standards.

• Clarify Insulet products and their functionalities to current customers.

• Actively nurture customer relationships to ensure retention of customers using the product.

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

• Provide on-call support as required.

• Collaborate with teams across Product Support, Clinical Business, Learning & Development, Medical Affairs, Marketing, Clinical Field, Customer Care, Post-Market, and Quality Systems.

• Ensure timely submissions to necessary agencies.

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

• Complete administrative tasks and submit them punctually.

• Engage in regular team and cross-functional meetings.

• Carry out additional responsibilities as assigned.

⛳️ Requirements

• Bachelor’s degree.

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

• Current professional credentials and/or certifications are required, such as Certified Diabetes Care and Education Specialist (CDCES), Registered Dietitian (RD), or Registered Nurse (RN).

• State licensure is required as applicable.

• Must possess a current Certified Diabetes Care and Education Specialist certification.

• Ability to maintain all necessary licensure for the duration of employment.

• Experience in communicating with diverse audiences.

• Previous industry/commercial experience is highly preferred.

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

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

• Professional and refined presentation skills.

• Exceptional customer service abilities.

• Strong interpersonal communication skills, both verbal and written.

• Self-motivated individual requiring minimal supervision; highly adaptable with strong business sense.

• Process-driven and open to undertaking new tasks.

• Proficient in computer use, including Microsoft Suite and Salesforce.

• Ability to sit and stand as required in a standard office environment.

• Manual dexterity for operating a calculator and computer keyboard.

• Workspace must comply with specific security standards.

🏝️ Benefits

• Eligibility for incentive compensation.

• Medical, dental, and vision insurance options.

• 401(k) plan with company matching.

• Paid time off (PTO).

• Additional wellness programs for employees.

• Remote work opportunity.

• Occasional travel for meetings and Product Support training sessions.