Clinical Retention Specialist, South Central Region

This is a fully remote position, open to applicants in Alabama, +3 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 customer interactions related to clinical issues, medical events, onboarding, product usage, PDM settings, and product conversion.

• Evaluate customer training and educational requirements, offering tailored clinical advice and recommendations.

• Adhere to standardized procedures, document all customer interactions in the CRM system, and achieve service level targets.

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

• Actively manage customer relationships to ensure retention on products.

• Advocate for the advantages of insulin pump therapy while providing ongoing education to customers.

• Offer on-call support as necessary.

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

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

• Complete administrative tasks and submit them punctually.

• Engage in regular team and cross-functional meetings.

• Execute other assigned responsibilities as necessary.

⛳️ Requirements

• Bachelor’s degree.

• At least 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 necessary.

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

• Must maintain all required licenses throughout the duration of employment.

• Experience in communicating effectively with diverse audiences.

• Prior experience in the industry/commercial sector is highly preferred.

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

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

• Professional and polished presentation skills.

• Exceptional customer service capabilities.

• Strong oral and written interpersonal communication skills.

• Self-motivated individual who requires minimal supervision, demonstrating flexibility and business acumen.

• Process-oriented and open to taking on new tasks.

• Proficient with computers, including Microsoft Suite and Salesforce.

• Ability to meet security requirements for remote work.

• Capability to sit and stand in a typical office setting.

• Manual dexterity for using a calculator and computer keyboard.

• Occasional travel may be required.

🏝️ Benefits

• Annual base salary range of $79,300.00 - $118,900.00.

• Incentive compensation may be available.

• Medical, dental, and vision insurance provided.

• 401(k) plan with company match.

• Paid time off (PTO) offered.

• Additional wellness programs for employees.

• Position allows for remote work.

• Occasional travel required for meetings and Product Support training.