Clinical Retention Specialist – South, FL, TN, GA, SC

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Utilize evidence-based diabetes management expertise to enhance patient interactions and facilitate effective Omnipod therapy application.

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

• Offer proactive follow-up, clinical consultation, advice, and troubleshooting to ensure sustained device adoption.

• Educate clients and healthcare professionals about Omnipod data and reporting tools.

• Resolve routine and moderately complex issues while escalating problems that fall outside established parameters.

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

• Employ clinical retention selling strategies to encourage ongoing use of Omnipod.

• Detect indicators of disengagement or potential churn through data analysis and assessment.

• Work collaboratively with Customer Success teams to implement targeted retention strategies.

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

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

• Collaborate with healthcare providers to ensure education aligns with treatment plans.

• Work alongside clinical, field, sales, customer success, commercial, marketing, data, and Voice of the Customer teams.

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

• Contribute to the development of educational tools, customer journeys, and focused 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 to uncover trends and risks.

• Participate in data-driven initiatives to enhance regional retention performance and program efficiency.

⛳️ 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 within a diabetes care environment.

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

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

• Excellent communication skills to effectively engage and persuade diverse audiences via phone and virtual platforms.

• Strong clinical knowledge in diabetes technology and data analysis.

• Proficiency in Microsoft Office and Salesforce is essential.

• Must reside within the designated geographic area.

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

• Capability to sit and communicate via phone for extended periods during scheduled hours.

• Manual dexterity for using a computer and headset.

• Willingness to work occasional evenings, weekends, holidays, and travel as necessary.

🏝️ Benefits

• Eligibility for incentive compensation.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company matching contributions.

• Paid time off (PTO) benefits.

• Additional wellness programs for employees.