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

This is a fully remote position, open to applicants in New Hampshire, +4 more states.

📋 Description

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

• Provide tailored education and training to both new and existing patients and healthcare professionals through phone and virtual channels.

• Offer proactive follow-up, clinical advice, recommendations, and troubleshooting to ensure ongoing device usage.

• Educate clients and healthcare practitioners on Omnipod data and reporting tools.

• Manage routine and moderately complex customer situations while escalating issues that fall outside established protocols.

• Act as the clinical retention representative for a designated geographic area.

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

• Employ clinical retention selling strategies to encourage continued usage of Omnipod.

• Detect signs of disengagement or churn through data analysis and evaluation.

• Collaborate with Customer Success teams on specific save strategies.

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

• Gain knowledge of regional healthcare frameworks, diabetes centers, referral practices, and payer factors.

• Partner with healthcare providers to align educational efforts with treatment plans.

• Work alongside Clinical Services Managers, regional field teams, sales leadership, Customer Success, Customer Care Retention, Commercial, Marketing, Data Insights, and Voice of the Customer teams.

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

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

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

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

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

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

• Share insights that enhance retention programs and customer workflows.

⛳️ Requirements

• Bachelor’s degree.

• Current Certified Diabetes Care and Education Specialist (CDCES) credential.

• Active, professional clinical credentials are required, such as Registered Nurse (RN) or Registered Dietician (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.

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

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

• Solid clinical knowledge with expertise in diabetes technology and data analysis.

• Exceptional phone presence along with outstanding interpersonal, customer service, and communication skills.

• Consultative, influence-based approach to customer engagement and retention.

• Ability to cultivate trust and long-term relationships in a remote, phone-based setting.

• Strong problem-solving abilities, workflow optimization, and skill in handling objections.

• Self-motivated, process-oriented, and adaptable in a dynamic retention-focused environment.

• Proficient in Microsoft Office and Salesforce.

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

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

• Manual dexterity for computer and headset operation.

• Must reside in the designated geographic region.

🏝️ Benefits

• Eligibility for incentive compensation.

• Medical, dental, and vision insurance.

• 401(k) plan with company matching.

• Paid time off (PTO).

• Additional wellness programs for employees.

• Arrangement for remote work.

• Occasional evening, weekend, holiday hours, and limited travel as required.