Clinical Product Educator - Canada (Remote/Flexible)

Insulet; Quebec; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A healthcare technology company is seeking a Clinical Product Educator to provide virtual training on the Omnipod insulin management system. This full-time, remote role requires conducting customer training, assisting with escalated cases, and documenting interactions. Candidates should possess a bachelor's degree and relevant certifications like Certified Diabetes Educator. Experience with virtual communication is crucial. The role involves flexible hours to meet customer needs, demonstrating the importance of customer engagement in diabetes management.

Qualifications

• 2 to 5 years' experience in a similar role.
• Professional credentials are mandatory (CDE, RD, RN).
• Experience with virtual communication tools.

Responsibilities

• Conduct virtual customer training for diabetes management.
• Assist customer care with complex cases.
• Document all customer interactions in CRM.

Skills

Virtual communication skills

Interpersonal communication

Strong presentation skills

Self-starter

Handling medical devices

Education

Bachelor’s degree or equivalent

Certified Diabetes Educator (CDE)

Tools

Salesforce

Zoom

Microsoft Teams

WebEx

Job description

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

The Clinical Product Educator will predominantly provide clinical initiations to customers on the Omnipod insulin management system. This virtual role supports territories with high clinical demand to provide Pod therapy initiation through online platforms. The role will also support the customer care team to handle escalated customer cases.

This position is full time home based role, initially working Monday to Friday however flexible hours may be required to meet customer demand e.g. weekday evenings and Saturdays.

This is a one-year fixed term contract.

Responsibilities

• Conduct customer training virtually for Personal Diabetes Manager (PDM)/Controller settings or setting changes, and product conversions, assistance with setting up Diabetes Management Software, calibrating medical device components for support of automated blood glucose management, etc.

• Proactively communicates Pod start diary availability through online calendar tool

• Assists customer care to case manage frequent flyer troubleshooting to optimize Pod Therapy

• Supports Territories with high CSM clinical demand, recording training completion in Salesforce.

• Provides Field Feedback to Manager on field-based training of customers and HCPs.

• Ability to perform administrative duties and turn in on a timely basis.

• Perform other duties as assigned.

• Handle escalated customer care contacts that require a deeper knowledge and understanding of medical events, repeat product issues, Personal Diabetes Manager (PDM) settings or setting changes, and Continuous Glucose Monitoring (CGM) systems

• Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels

• Proactively reach out to help manage customer relationships

• Promote the benefits of insulin pump therapy and offer continuous education to customers

• Works in conjunction with Product Support, Clinical Business and Customer Care

Education and Experience

Minimum Requirements

• Bachelor’s degree, or equivalent.

• 2 – 5 years’ experience in a similar role

• Professional up to date credentials and/or certifications are mandatory: i.e. Certified Diabetes Educator (CDE),Registered Dietitian (RD), or Registered Nurse (RN)

• Highly competent in the use of virtual communication computer systemse.g.,Zoom, Microsoft Teams,WebExetc

Desired Skills and Competencies

• Experience training and/or managing pump patients strongly preferred

• Certified Diabetes Educator (CDE) or similar local equivalent is strongly preferred.

• Self-starterwhorequiresminimal directionandwho can respond rapidly to changing circumstances

• Prior industry/commercial experience strongly preferred

• Professional and polished presentation skills.

• Strong interpersonal communications, both oral and written.

• Strong contributing member of the commercial team.

• High proficiency with computers.

Physical Requirements

• The ability to attend Insulet Internal Clinical or Sales meeting may be required.

• The work environment will be predominantly the home office. Some lifting may be required when sending or receiving shipments, in handling samples, supplies or literature, and transport of laptop computer

Field

This position requires field-based working arrangements (travel within assigned territory required). #LI-REMOTE