Clinical Retention Specialist

This is a fully remote position, open to applicants in Connecticut, +8 more states.

📋 Description

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

• Ensure ongoing adoption of the Omnipod device by delivering proactive follow-up, clinical consultation, recommendations, and troubleshooting.

• Educate customers and healthcare professionals regarding Omnipod's data and reporting tools.

• Handle routine and moderately complex situations while escalating issues that fall outside established protocols.

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

• Perform proactive outreach to evaluate customer satisfaction, reinforce the value of the product, and address any concerns.

• Utilize clinical retention sales techniques to encourage continued use of Omnipod.

• Recognize indicators of disengagement or potential churn through data analysis and evaluation.

• Work in collaboration with Customer Success teams on focused retention strategies.

• Identify barriers to continuing therapy and implement patient-centered solutions.

• Cultivate an understanding of the regional healthcare landscape, including health systems, diabetes centers, referral patterns, and payer considerations.

• Collaborate with healthcare providers to ensure education aligns with treatment plans.

• Work alongside Clinical Services Managers, regional field teams, sales leadership, and cross-functional teams.

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

• Contribute to the creation of educational tools, customer journeys, and targeted retention campaigns.

• 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.

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

⛳️ Requirements

• A bachelor’s degree is required.

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

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

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

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

• Capability to uphold all necessary professional licensure and Omnipod product certifications.

• Proficient in effective and persuasive communication with diverse audiences via phone and virtual platforms.

• Strong clinical expertise, particularly in diabetes technology and data analysis.

• Skills in consultative, influence-based customer engagement and retention.

• Problem-solving abilities, workflow optimization skills, and proficiency in handling objections.

• Proficiency in Microsoft Office and Salesforce.

• Must reside within the assigned geographic region.

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

• Capability to sit and speak on the phone for extended durations during scheduled shifts.

• Manual dexterity required for using a computer and headset.

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

🏝️ Benefits

• Eligibility for incentive compensation.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• 401(k) plan with company matching contributions.

• Paid time off (PTO).

• Employee wellness programs.