Clinical Retention Specialist

This is a fully remote position, open to applicants in Michigan, +1 more state.

📋 Description

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

• Implement proactive follow-up, clinical consultation, recommendations, and troubleshooting to facilitate ongoing adoption of Omnipod.

• Educate patients and healthcare professionals on the usage of Omnipod data and reporting tools.

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

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

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

• Spot disengagement or churn indicators through data analysis and evaluation.

• Work collaboratively with Customer Success teams on focused regional retention strategies.

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

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

• Team up with clinical managers, regional field teams, sales leadership, and cross-functional groups.

• Recognize and report on 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.

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

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

• Take part in data-driven initiatives aimed at enhancing regional retention performance.

⛳️ 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 is essential.

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

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

• Ability to communicate effectively and persuasively with diverse audiences through phone and virtual platforms.

• Strong clinical knowledge with expertise in diabetes technology and data interpretation.

• Outstanding interpersonal, customer service, and communication abilities.

• A consultative, influence-driven approach to customer engagement and retention.

• Capability to build trust and foster long-term relationships in a remote, phone-based environment.

• Strong problem-solving skills, workflow optimization capabilities, and objection-handling proficiency.

• Self-motivated, process-oriented, and adaptable in a fast-paced, retention-focused setting.

• Proficient in Microsoft Office and Salesforce.

• This is a remote position; candidates must reside in the assigned geographic area.

• 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 required for computer and headset operation.

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

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) with company match.

• Paid time off (PTO).

• Additional employee wellness programs.

• Eligibility for incentive compensation.

• Remote work arrangement.

• Omnipod product certifications.

• Support for home workspace that meets company security and productivity standards.