Clinical Retention Specialist – Central

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

📋 Description

• Enhance the long-term usage of Omnipod products and improve health outcomes and quality of life for individuals living with diabetes.

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

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

• Educate customers and healthcare providers about Omnipod's data and reporting tools.

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

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

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

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

• Partner with healthcare providers to ensure alignment of education with treatment plans.

• Coordinate territory-based retention initiatives with clinical, field, sales, commercial, marketing, data, and customer-care teams.

• Recognize and communicate regional trends, risks, and opportunities.

• Contribute to the development of educational tools, customer journeys, and focused retention campaigns.

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

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

• Respond to customer inquiries via phone, email, or assigned tasks.

• Support product training and troubleshooting through virtual means.

• Provide clinical guidance for medical events, onboarding, product usage, PDM settings, and product conversions.

• Adhere to standardized workflows and departmental service levels.

• Maintain product knowledge and explain the operation and use of products effectively.

• Advocate for insulin pump therapy and deliver continuous education to customers.

• Offer on-call support as necessary.

• Ensure compliance with HIPAA and regulatory standards.

• Work with Post-Market and Quality Systems on necessary reporting.

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

• Participate in team and cross-functional meetings.

• Perform administrative and other assigned duties.

⛳️ Requirements

• Bachelor’s degree is required.

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

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

• State licensure is required as applicable.

• 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.

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

• Experience in communicating effectively with a diverse range of audiences.

• Strong clinical acumen with proficiency in diabetes technology and data interpretation.

• Proficiency in Microsoft Office/Microsoft Suite and Salesforce.

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

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

• Capacity to sit and speak on the phone for extended periods during scheduled shifts.

• Manual dexterity is required for using computers and headsets.

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

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with company matching.

• Paid time off (PTO).

• Additional employee wellness programs.

• Eligibility for incentive compensation.

• Remote working position.

• Occasional travel for meetings and training sessions.