Clinical Product Specialist - (REMOTE - CANADA)

Insulet Corporation; Courbe Québec; Remote; CAD 65,000 - 90,000; Full time

Job summary

Insulet Corporation is seeking a Clinical Product Specialist to deliver education and support for insulin pump users. You will work remotely with global teams to educate customers by phone, email, and virtual sessions, while coordinating with Product Support and Medical Affairs to ensure patient success.

The role requires a Bachelor’s degree with 2+ years in training or managing pump patients; CDCES/RD/RN credentials and licensure are mandatory. Travel may be involved.

Qualifications

• Bachelor’s degree with 2+ years of insulin pump training experience.
• Must hold CDCES, RD or RN credentials and current licensure.
• Experience communicating with diverse audiences.
• State licensure as required.

Responsibilities

• Answer customer questions via phone or email promptly.
• Support product training and troubleshooting virtually.
• Provide clinical guidance on insulin pump use and PDM settings.
• Document all interactions in CRM and meet service levels.
• Explain product operation to customers and promote insulin pump therapy.
• Collaborate with cross-functional teams to ensure patient success.
• Maintain HIPAA compliance and data security.
• Occasional travel for trainings and meetings.

Skills

Communication

Training

Customer support

Cross-functional

Education

Bachelor's degree

CDCES/RD/RN credentials

Tools

Salesforce

Job description

Job Summary Position Summary: The Clinical Product Specialist (CPS) will work cross functionally with other departments across the organization including Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Research & Development, and Customer Care teams to provide customer education and support via phone and email to assist all points of the customer journey, from onboarding to sustaining customers on product. Provide technical, educational, operational and sales support to customers. Support ongoing learning and development needs of Product Support teams.

Responsibilities

• Answer incoming customer questions via phone, email or assigned tasks in a timely and empathetic manner
• Support product training and troubleshooting needs by meeting virtually with customers as needed
• Handle customer contacts requiring a deeper knowledge, assessment and understanding of clinical related issues including medical event occurrences, customer onboarding and ongoing product use, Personal Diabetes Manager (PDM) settings or setting changes, and product conversion
• Asses the training and education needs of customers to provide individualized clinical guidance and recommendations
• Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels
• Maintain a thorough understanding of products offered by Insulet with the ability to explain to existing customers their operation and use
• Proactively reach out to help manage customer relationships and retain customers on product
• Promote the benefits of insulin pump therapy and offer continuous education to customers
• Provide on-call support as needed
• Works in conjunction with Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Clinical Field team, and Customer Care to ensure patient success and product innovation for continued business growth and development
• Maintain compliance to HIPAA and other regulating bodies as required
• Collaborate with Post-Market and Quality Systems to ensure timely reporting for required agencies
• Assign patient trainings to Certified Pump Trainers (CPTs) or conduct customer training over phone, virtually and email
• Ability to perform administrative duties and turn in on a timely basis
• Participate in regular team meetings and cross functional meetings for collaboration

Minimum Requirements

• Bachelor’s degree and a minimum of 2 years’ experience training and/or managing insulin pump patients
• Professional up-to-date credentials and/or certifications are mandatory: i.e. Certified Diabetes Care and Education Specialist (CDCES), Registered Dietitian (RD), or Registered Nurse (RN)
• State licensure is mandatory as required
• Current Certified Diabetes Care and Education Specialist certification required
• Must be able to maintain all required licensure for duration of employment
• Experience communicating with a wide range of audiences

Preferred Skills & Competencies

• Prior industry/commercial experience strongly preferred
• Experience in a contact center or other relevant environment preferred
• Experience providing assessment and troubleshooting via phone, virtual platforms, and email
• Salesforce

Physical Requirements

• Requires sitting and standing associated with a normal office environment
• Manual dexterity needed for using a calculator and computer keyboard
• This position is a remote working position, and the working space will have to meet certain requirements (security, etc.)
• Occasional travel is required for meetings and to support the Product Support trainings

Insulet Corporation is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. (Know Your Rights) Insulet employees are all focused on the same goal - to make a difference. Our relentless passion is to simplify life for people with diabetes. We excite and empower employees to bring their best selves to work through a culture that supports a healthy work and life balance. We set the bar high to meet customer needs, and our priority is to ensure our employees are equipped and supported to help us get there. We foster and celebrate curiosity, innovation, and learning. Our teams work collaboratively and are empowered to drive the best actions for our customers. Our innovation spirit and customer-centric focus position us as global pioneers - leading the way to improve health outcomes with revolutionary medical devices while breaking down barriers to access.