Clinical Retention Specialist – Mid Atlantic Region

This is a fully remote position, open to applicants in Kentucky, +2 more states.

📋 Description

• Respond to incoming customer inquiries via phone, email, or assigned tasks promptly and with empathy.

• Provide assistance with product training and troubleshooting through virtual customer meetings.

• Manage customer interactions related to clinical issues, medical events, onboarding, product usage, PDM settings, and product conversion.

• Evaluate customer training and education requirements, offering personalized clinical guidance and recommendations.

• Adhere to standardized workflows, document all customer interactions in the CRM system, and achieve departmental service levels.

• Clarify the operation and usage of Insulet products to existing customers.

• Actively nurture customer relationships and ensure customer retention for the product.

• Advocate for the benefits of insulin pump therapy while delivering ongoing customer education.

• Offer on-call support as required.

• Collaborate with various teams, including Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Clinical Field, Customer Care, Post-Market, and Quality Systems.

• Delegate patient training sessions to Certified Pump Trainers or conduct customer training through phone, virtual, and email methods.

• Complete administrative tasks and submit them punctually.

• Engage in regular team and cross-functional meetings.

• Maintain compliance with HIPAA and other regulatory standards.

• Ensure timely reporting to necessary agencies.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree.

• At least 2 years of experience in training and/or managing insulin pump patients.

• Must possess professional, current credentials and/or certifications, such as CDCES, RD, or RN.

• State licensure is required as applicable.

• Current Certified Diabetes Care and Education Specialist certification is mandatory.

• Must maintain all necessary licensure throughout the duration of employment.

• Experience communicating effectively with diverse audiences.

• Previous industry or commercial experience is highly preferred.

• Experience in a contact center or similar environment is preferred.

• Familiarity with providing assessment and troubleshooting support via phone, virtual platforms, and email is preferred.

• Possess professional and polished presentation abilities.

• Excellent customer service skills are essential.

• Strong oral and written communication skills.

• Self-motivated individual capable of working independently and flexibly.

• Good business acumen is required.

• Process-oriented with a willingness to undertake new tasks.

• Proficient in computer usage, including Microsoft Suite and Salesforce.

• Ability to meet physical demands involving sitting, standing, manual dexterity, calculator use, and computer keyboard use.

• Remote workspace must comply with security and other requirements.

• Must adhere to HIPAA and other regulatory standards.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with company match.

• Paid time off (PTO).

• Additional employee wellness programs.

• Position allows for remote work.

• Occasional travel required for meetings and to support Product Support training sessions.

• Potential for incentive compensation.