Clinical Retention Specialist – Central

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

📋 Description

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

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

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

• Educate patients and healthcare providers on the use of Omnipod data and reporting tools.

• Handle routine and moderately complex situations, escalating issues that exceed established guidelines.

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

• Employ clinical retention strategies to encourage ongoing use of Omnipod.

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

• Collaborate with Customer Success teams to implement targeted retention strategies.

• Evaluate barriers to therapy continuation and apply patient-centered solutions.

• Gain knowledge of regional healthcare systems, diabetes centers, referral patterns, and payer considerations.

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

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

• Recognize and communicate 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 patterns, and retention metrics.

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

• Provide insights for continuous improvements to retention programs and customer workflows.

• Function as an individual contributor without formal management responsibilities.

⛳️ Requirements

• A Bachelor’s degree is required.

• An active professional clinical credential is necessary, such as a 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.

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

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

• Effective and persuasive communication skills with diverse audiences via phone and virtual platforms.

• Strong clinical knowledge in diabetes technology and data interpretation.

• Proficiency in Microsoft Office and Salesforce.

• Capability to work remotely from the designated geographic area.

• Ability to sit and engage in phone conversations for extended periods.

• Manual dexterity for the use of computers and headsets.

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

• Previous industry, commercial, or sales-related clinical experience is highly preferred.

🏝️ 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.

• Remote work flexibility.

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