Clinical Retention Specialist – West CA, AZ, CO, HI, ID, KS, MT, NV, OR, UT, WA

This is a fully remote position, open to applicants in Arizona, +10 more states.

📋 Description

• Utilize evidence-based diabetes management expertise to enhance patient interactions and facilitate successful use of Omnipod therapy.

• 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 device adoption.

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

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

• Act as the clinical retention contact for a designated geographic territory.

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

• Employ clinical retention selling techniques to encourage ongoing Omnipod usage.

• Recognize indicators of disengagement or churn through data assessment and analytics.

• Collaborate with Customer Success teams to implement focused retention strategies.

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

• Gain insights into regional healthcare systems, diabetes centers, referral patterns, and payer considerations.

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

• Work with Clinical Services Managers, regional field teams, sales leadership, and cross-functional teams.

• Contribute to the development 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 next steps in Salesforce.

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

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

• Provide insights that can improve retention programs and customer workflows.

⛳️ Requirements

• Bachelor’s degree is mandatory.

• Active professional clinical credentials are necessary, 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.

• Proficient in effective and persuasive communication with diverse audiences via phone and virtual platforms.

• Strong clinical acumen with a focus on diabetes technology and data interpretation.

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

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

• Proficient in Microsoft Office and Salesforce applications.

• Must reside within the assigned geographic region.

• Home workspace must adhere to company security and productivity standards.

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

• Manual dexterity is required for computer and headset usage.

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

🏝️ Benefits

• Eligibility for incentive compensation.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company matching.

• Paid time off (PTO).

• Additional employee wellness programs.