Diabetes Clinical Product Specialist - 2

Insulet; Región Centro; Presencial; MXN 706,000 - 1,060,000; Jornada completa

Descripción de la vacante

A healthcare technology company is looking for a Clinical Product Specialist Level 1, Bilingual in Mexico. This role focuses on providing excellent clinical support via phone for the Omnipod product portfolio, aiding customers with Type 1 and Type 2 diabetes. Candidates should possess a Bachelor's degree in a clinical field and bilingual skills in English and Spanish. The position demands strong customer service abilities and clinical knowledge, along with experience in a clinical setting to ensure effective support and customer retention.

Formación

• 2-3 years’ experience working in a clinical setting with patients required, preferably with diabetes.
• Proficiency in both English and Spanish is mandatory.
• Experience communicating effectively with diverse audiences.

Responsabilidades

• Answer incoming clinically related customer questions via phone.
• Support Omnipod portfolio customers through the customer journey.
• Maintain compliance with HIPAA and document all customer interactions.

Conocimientos

Customer service skills

Interpersonal communication

Bilingual (English and Spanish)

Clinical knowledge

Educación

Bachelor’s degree in a clinical field of study

Herramientas

Microsoft Suite

Salesforce

Descripción del empleo

Overview

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!

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.

The CPS role is a contact-center position responsible for answering customer phone calls to guide clinical troubleshooting, product education, and data-driven guidance regarding Omnipod insulin pump products. CPS specialists document all their interactions, review diabetes data, ensure regulatory compliance, and support customer retention.

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 evidence-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 the 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:

• Bachelor’s 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

• 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

Location

Onsite