Clinical Retention Specialist – North MA, NY, PA, NJ, ME, CT, RI, NH, VT

This is a fully remote position, open to applicants in Connecticut, +8 more states.

📋 Description

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

• Deliver proactive follow-up, clinical consultations, recommendations, and troubleshooting to promote ongoing Omnipod adoption.

• Educate clients and healthcare providers on the functionalities of Omnipod data and reporting tools.

• Oversee customer retention initiatives, evaluate satisfaction levels, reinforce product value, and address any concerns.

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

• Identify indicators of disengagement or potential churn through data evaluation and analytics.

• Collaborate with Customer Success teams to implement targeted regional save strategies.

• Develop an understanding of regional healthcare systems, diabetes centers, referral patterns, and payer considerations.

• Work alongside healthcare providers to align educational efforts with treatment plans.

• Partner with clinical, field, sales, customer success, care, commercial, marketing, data, and voice-of-customer teams.

• Contribute to the creation of educational tools, customer journeys, and targeted retention campaigns.

• Assist clinicians and customers with clinical software and digital diabetes management solutions.

• Record customer interactions, outcomes, and subsequent steps in Salesforce.

• Analyze engagement data, usage patterns, and retention metrics to detect trends and risks.

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

⛳️ Requirements

• A Bachelor’s degree is required.

• Active professional clinical credentials are necessary, 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 working with healthcare providers in a diabetes care environment is essential.

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

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

• Strong communication skills to effectively and persuasively engage with diverse audiences through phone and virtual platforms.

• Solid clinical understanding of diabetes technology and data analysis.

• Consultative and influence-based approach to customer engagement.

• Exceptional problem-solving, workflow optimization, and objection handling abilities.

• Self-motivated, process-driven, and adaptable in a fast-paced retention environment.

• Proficiency in Microsoft Office and Salesforce is required.

• Must reside within the designated geographic area.

• Home office must adhere to company security and productivity standards.

• Capability to sit and speak on the phone for prolonged periods during scheduled shifts.

• Manual dexterity necessary for computer and headset operation.

• Availability for occasional evening, weekend, holiday work, and limited travel as required.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company matching contributions.

• Paid time off (PTO) policy.

• Additional wellness programs for employees.

• Eligibility for incentive compensation.

• Opportunity for remote work arrangements.

• Flexible/variable work hours, including some evenings, weekends, and holidays.