Senior Clinical Retention Specialist

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

📋 Description

• Serve as a clinical expert for intricate diabetes management situations.

• Assist patients and healthcare professionals in navigating the complexities of Omnipod therapy.

• Provide advanced, customized clinical education and training through phone and virtual platforms.

• Offer proactive follow-up, consultation, troubleshooting, and escalation assistance.

• Analyze and educate on Omnipod data and reporting tools.

• Oversee clinical retention goals for a specific geographic area, including complex and at-risk clients.

• Implement personalized retention strategies and manage inbound and outbound customer communications.

• Evaluate customer satisfaction, highlight product value, eliminate obstacles, and promote long-term adherence.

• Identify signs of disengagement and collaborate cross-functionally on targeted interventions.

• Address clinical, behavioral, psychosocial, logistical, and access-related challenges.

• Cultivate relationships with healthcare providers to synchronize education with treatment plans.

• Act as a clinical contributor for the designated region.

• Collaborate with Clinical Teams, Customer Success, and Commercial teams.

• Highlight regional insights, trends, and risks to enhance retention programs and workflows.

• Provide guidance and informal mentorship to Clinical Retention Specialist I.

• Mentor 1–2 new specialists each year through onboarding assistance.

• Keep accurate records of customer interactions in Salesforce.

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

• Operate autonomously and manage high-risk and escalated cases with minimal supervision.

⛳️ Requirements

• Bachelor's degree is required; advanced clinical education is preferred.

• Active clinical credential is required (RN or RD).

• Over 5 years of experience in supporting insulin pump therapy and diabetes technology.

• Proven expertise in managing complex clinical cases and interactions with providers.

• Current CDCES credential is required.

• Ability to maintain all necessary licensure and Omnipod certifications.

• Extensive clinical knowledge in diabetes management and technology.

• Excellent consultative communication and virtual engagement abilities.

• Capacity to influence without direct authority and enhance team capabilities.

• Analytical mindset with the ability to convert insights into actionable strategies.

• Strong problem-solving, prioritization, and self-management skills.

• Highly independent, adaptable, and efficient in a fast-paced environment.

• Proficient in Microsoft Office and Salesforce.

• Must reside in the assigned geographic region: Florida, Georgia, Tennessee, or South Carolina.

• Ability to sustain prolonged phone and virtual interactions.

• Manual dexterity for computer and headset operation.

• Flexibility for occasional evenings, weekends, holidays, and limited travel.

🏝️ Benefits

• Eligibility for incentive compensation.

• Medical, dental, and vision insurance.

• 401(k) plan with company match.

• Paid time off (PTO).

• Additional employee wellness initiatives.

• Remote work options available.

• Flexibility for occasional travel.