Clinical Retention Specialist

This is a fully remote position, open to applicants in Illinois, +7 more states.

📋 Description

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

• Offer proactive follow-up, clinical consultation, recommendations, and troubleshooting to ensure ongoing adoption of the Omnipod device.

• Educate customers and healthcare providers on Omnipod data and reporting tools to facilitate informed clinical discussions and optimize therapy.

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

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

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

• Identify signs of disengagement or churn through data analysis and collaborate on targeted save strategies.

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

• Gain knowledge of the regional healthcare landscape and payer considerations.

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

• Work alongside clinical, field, sales, Customer Success, Commercial, Marketing, Data Insights, and Voice of the Customer teams.

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

• Contribute to the development 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 patterns, and retention metrics to uncover trends and risks.

• Engage in data-driven initiatives and provide insights to enhance retention programs and workflows.

⛳️ Requirements

• A Bachelor’s degree is mandatory.

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

• 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 required.

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

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

• Strong clinical acumen with a focus on diabetes technology and data interpretation.

• Excellent problem-solving skills, workflow optimization abilities, and adeptness in handling objections.

• Proficiency in Microsoft Office and Salesforce.

• This is a remote position—candidates must reside in the assigned geographic region.

• Home workspace must comply with company security and productivity standards.

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

• Manual dexterity is necessary for computer and headset usage.

• Flexibility to work occasional evenings, weekends, holidays, and limited travel as required.

🏝️ 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