Clinical Retention Specialist, North Region

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

📋 Description

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

• Assist with product training and troubleshooting through virtual meetings with customers.

• Manage communications related to clinical issues, medical events, onboarding, product usage, PDM settings, and product transitions.

• Evaluate customer training and educational requirements and offer tailored clinical guidance and recommendations.

• Adhere to established workflows, document customer interactions in the CRM system, and fulfill service level agreements.

• Clearly explain Insulet products and their functionalities to current customers.

• Proactively nurture customer relationships to ensure retention of customers using the product.

• Advocate for the benefits of insulin pump therapy and provide ongoing customer education.

• Offer on-call support as required.

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

• Report necessary information to agencies while ensuring HIPAA and regulatory compliance.

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

• Undertake administrative responsibilities and participate in regular and cross-functional team meetings.

• Execute other assigned tasks.

⛳️ Requirements

• Bachelor’s degree.

• A minimum of 2 years of experience in training and/or managing insulin pump patients.

• Up-to-date professional credentials and/or certifications such as CDCES, RD, or RN.

• State licensure as required.

• Current certification as a Certified Diabetes Care and Education Specialist.

• Ability to maintain all necessary licensure throughout employment.

• Experience in communicating with diverse audiences.

• Previous industry or commercial experience is strongly preferred.

• Experience in contact center or similar environments is preferred.

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

• Possess polished professional presentation skills.

• Excellent customer service abilities.

• Strong oral and written interpersonal communication skills.

• Self-motivated with the capability to work with minimal supervision and adapt to high flexibility.

• Good understanding of business principles.

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

• Proficient in computers, Microsoft Suite, and Salesforce.

• Ability to meet security requirements for a remote workspace.

• Willingness to travel occasionally for meetings and Product Support training.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) with company matching.

• Paid time off (PTO).

• Additional wellness programs for employees.

• Possible incentive compensation.

• Remote working opportunity.

• Occasional travel for meetings and Product Support training.