Clinical Product Specialist I

Insulet Corporation; Región Centro; On-site; MXN 420,000 - 600,000; Full time

Job summary

Insulet Corporation in Mexico is seeking a Clinical Product Specialist Level 1, Bilingual to provide clinically focused education and support by phone, assisting in onboarding and ongoing use of the Omnipod portfolio for patients with Type 1 and Type 2 diabetes.

The role requires a clinical degree, 2–3 years of patient-facing experience, and fluency in English and Spanish. You will document interactions in the CRM and ensure HIPAA compliance while promoting insulin pump therapy.

Qualifications

• Bachelor's degree in a clinical field.
• 2–3 years’ experience in a clinical setting with patients; Type 1 and Type 2 diabetes experience preferred.
• Bilingual in English and Spanish.
• Experience communicating with diverse audiences.
• Excellent customer service skills.
• Strong interpersonal communication, both written and spoken.
• Self-starter with flexibility and business acumen.
• Process-oriented and willing to take on new tasks.
• Proficiency with Microsoft Office and Salesforce.

Responsibilities

• Answer clinical customer questions by phone with empathy.
• Support onboarding and retention for Omnipod customers.
• Maintain clinical knowledge through trainings and provide accurate information.
• Explain insulin pump therapy and operation to patients and providers.
• Review diabetes data management reports to aid discussions with healthcare professionals.
• Document all customer interactions in the CRM and meet KPIs.
• Maintain HIPAA and other regulatory compliance.
• Perform administrative duties in a timely manner.

Skills

Bilingual English/Spanish

Customer service

Communication skills

Problem solving

Education

Bachelor's degree in a clinical field of study

Tools

Microsoft Office

Salesforce

Job description

Job Summary

Clinical Product Specialist 1, Bilingual

Location: Mexico

Position Summary

The Clinical Product Specialist Level 1, Bilingual role will provide best in class clinically focused customer education and support via phone to assist in all points of the customer journey, to include onboarding, troubleshooting, and retaining customers on the Omnipod portfolio of products for both patients with Type 1 and Type 2 diabetes.

Responsibilities

• Answer incoming/outbound clinically related customer questions via phone in an empathetic manner.
• Support all Omnipod portfolio customers who have completed onboarding or training to ensure first call resolution and retention.
• Maintain clinical knowledge through provided learnings and trainings, to demonstrate a thorough product understanding and to provide within scope, accurate information, when responding to customer inquiries.
• Demonstrate ability to navigate complex customer interactions using evidenced based clinical knowledge and assessment, to promote the benefits of insulin pump therapy and explain the operation and use to existing and new customers.
• Ability to competently review and educate on diabetes data management reports within data management platforms/Omnipod products to gather insights and assist customer in HCP conversations and follow up.
• Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels and KPIs.
• Maintain compliance with HIPAA and other regulating bodies as required.
• Ability to perform administrative duties on a timely basis.

Education & Experience

Minimum Requirements

• Bachelors degree in a clinical field of study
• 2-3 years’ experience working in a clinical setting with patients required; working with patients with Type 1 and Type 2 diabetes is preferred
• Bilingual skills, being proficient in both English and Spanish, required.
• Experience communicating with a wide range of audiences.
• Excellent customer service skills.
• Strong interpersonal communications, both oral and written.
• Self-starter who needs minimal direction; extremely flexible, with good business acumen.
• Process-oriented and willing to take on new tasks.
• Proficiency with computers, including Microsoft Suite and Salesforce.

Preferred Skills & Competencies

• Professional certifications or clinical focus (i.e. Medical Assistant, Pharmacy Tech, Home Health Aide, EMT, Nurse Tech, Biomedical Engineer etc.), preferred.
• Experience working with insulin pumps and continuous glucose monitoring systems, a plus.
• Prior industry/commercial experience, preferred.
• Experience with virtual or phone based clinical support or other relevant environment, a plus.
• Experience providing assessment and troubleshooting via phone, preferred.

Physical Requirements

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity is needed for using a calculator and computer keyboard.

Additional Information

• This position requires in person, office work.
• Holiday, evening, and/or weekend coverage may be necessary.
• Travel is estimated at no more than 5-10% but will flex depending on business needs.

Location

• Onsite, Eligible for Hybrid Work

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! 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.