Clinical Retention Specialist – West Region

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

📋 Description

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

• Ensure continued Omnipod adoption by offering proactive follow-up, clinical consultation, recommendations, and troubleshooting.

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

• Perform proactive outreach to evaluate satisfaction, emphasize product value, and address any concerns.

• Utilize clinical retention selling techniques to promote ongoing use of Omnipod.

• Detect signs of disengagement or potential churn through data assessment and analytics.

• Work alongside Customer Success teams to develop targeted, regionally informed save strategies.

• Identify obstacles to therapy continuation and implement patient-centered solutions.

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

• Partner with clinical services, 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 development of educational tools, customer journeys, and targeted retention campaigns.

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

• Record customer interactions, outcomes, and subsequent steps in Salesforce.

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

• Engage in data-driven initiatives aimed at enhancing regional retention performance.

⛳️ Requirements

• Bachelor’s degree is mandatory.

• Active professional clinical credentials are required, such as Registered Nurse (RN) or Registered Dietitian (RD).

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

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

• A minimum of 3 years of experience in training and/or supporting insulin pump patients.

• Direct experience in collaborating with healthcare providers in a diabetes care environment.

• Proficient in effectively and persuasively communicating with diverse audiences via phone and virtual platforms.

• Strong clinical understanding of diabetes technology and data interpretation.

• Outstanding phone presence along with excellent interpersonal, customer service, and communication skills.

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

• Capability to establish trust and long-term relationships in a remote, phone-based setting.

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

• Self-motivated, process-oriented, and adaptable in a dynamic, retention-focused environment.

• Proficient in Microsoft Office and Salesforce.

• Must reside in the designated West Region: AZ, CO, HI, ID, KS, MT, NE, NV, OR, UT, WA.

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

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

• Manual dexterity for using a computer and headset.

• 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).

• Additional wellness programs for employees.

• Potential eligibility for incentive compensation.

• Options for remote work arrangements.

• Support for home workspace, subject to company security and productivity standards.