Clinical Retention Specialist, South Central

This is a fully remote position, open to applicants in Alabama, +6 more states.

📋 Description

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

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

• Offer proactive follow-up, clinical consultation, recommendations, and troubleshooting to promote sustained device utilization.

• Educate customers and healthcare providers on the use of Omnipod data and reporting tools.

• Assess appropriate actions for routine and moderately complex situations, escalating issues that fall outside established guidelines.

• Engage in proactive outreach to gauge satisfaction, reinforce product value, and address any concerns.

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

• Identify indicators of disengagement or churn through data analysis and collaborate with Customer Success teams to implement targeted retention strategies.

• Evaluate barriers to therapy continuation and apply patient-centered solutions.

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

• Collaborate with healthcare providers to align education 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 communicate regional trends, risks, and opportunities.

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

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

• Document customer interactions, outcomes, and follow-up actions in Salesforce.

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

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

• Share insights that support the improvement of retention programs and customer workflows.

⛳️ Requirements

• Bachelor's degree is mandatory.

• Active professional clinical credential is required, 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 collaborating with healthcare providers in a diabetes care environment.

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

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

• Strong communication skills that effectively persuade diverse audiences via phone and virtual platforms.

• Excellent clinical acumen, particularly in diabetes technology and data interpretation.

• Skills in consultative, influence-based customer engagement and retention.

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

• Proficiency in Microsoft Office and Salesforce applications.

• Must reside within the designated geographic area.

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

• Ability to sit and communicate via phone for extended periods during scheduled shifts.

• Manual dexterity necessary for computer and headset usage.

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

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with company matching.

• Paid time off (PTO) available.

• Additional employee wellness programs offered.

• Eligibility for incentive compensation.