Clinical Retention Specialist (South - FL, TN, GA, SC)

Insulet Corporation; Lorida (FL); Remote; USD 65.000 - 95.000; Vollzeit

Benefits dieser Stelle

Medical, dental, and vision insurance

Zusammenfassung

Insulet Corporation is seeking a Clinical Retention Specialist to strengthen long term adoption of Omnipod products through education, proactive issue resolution, and clinical support. The role operates in a fast paced, remote environment across assigned regions.

The ideal candidate has strong clinical expertise, experience with diabetes technology, and a CDCES credential, with ability to collaborate across Clinical Services, data teams, and customer success to drive retention.

Qualifikationen

• Bachelor’s degree and CDCES credential required.
• Experience training insulin pump patients or diabetes care is preferred.
• Ability to communicate effectively with diverse audiences via phone and virtual platforms.

Aufgaben

• Accurately document all customer interactions, outcomes, and next steps in Salesforce.
• Review engagement data and retention metrics regionally to identify trends and risks.
• Collaborate with Clinical Services, Sales, and Marketing to improve regional retention programs.
• Support clinicians and customers with clinical software and digital diabetes management tools.

Kenntnisse

Clinical education

Diabetes technology

Remote communication

Sales collaboration

Data interpretation

Ausbildung

Bachelor's degree

CDCES credential

Tools

Salesforce

Microsoft Office

Jobbeschreibung

Clinical Retention Specialist

The Clinical Retention Specialist is a clinically driven retention role focused on strengthening long term adoption of Omnipod® products and improving health and quality of life outcomes for people living with diabetes. This position blends deep clinical expertise, consultative selling, and relationship management to retain customers through high impact education, proactive issue resolution, and personalized clinical support.

The ideal candidate is a dynamic, results oriented clinical educator who thrives in a fast paced, high volume phone/virtual environment and partners closely with internal teams and healthcare providers. Through value driven clinical conversations, this role reinforces confidence in Omnipod therapy and proactively addresses barriers to long term use. Requires independent judgment in managing day to day customer interactions, prioritizing outreach, and delivering clinical education within defined parameters.

Clinical Expertise & Education

• Deliver personalized education and training to new and existing patients, and healthcare providers within the assigned region—via phone and virtual platforms.
• Educate customers and HCPs on Omnipod data and reporting tools to promote informed clinical conversations and therapy optimization.
• Directly impacts customer satisfaction, therapy continuity, and retention outcomes within an assigned geographic territory.
• Serves as a clinical retention contact for an assigned geographic territory, supporting customer retention efforts and contributing to sustained adoption of Omnipod therapy through consistent engagement and use of established processes and guidance.
• Supports delivery of business results across the assigned region by executing plans, engaging stakeholders, and monitoring performance using established processes and guidance.
• Conduct proactive outreach to assess satisfaction, reinforce product value, and resolve concerns, aligning outreach timing with regional time zones and access considerations.
• Utilize clinical retention selling techniques to influence continued Omnipod use through education, confidence building, and outcome focused discussions.
• Identify early indicators of disengagement or churn through data assessment and analytics in partnership with the data science teams and collaborate with Customer Success teams to deploy targeted, regionally informed save strategies.
• Identifies and assesses common barriers to therapy continuation (clinical, behavioral, logistical, and access‑related), including geographic differences, and applies standard approaches to support practical, patient‑centered solutions with moderate guidance.
• Develop a working knowledge of the regional healthcare landscape, including key health systems, diabetes centers, referral patterns, and payer considerations that may impact therapy continuation.
• Partner with healthcare providers within the assigned geography to align education with treatment plans and reinforce long term therapy adoption.
• Collaborate closely with Clinical Services Managers, regional field teams, and sales leadership to coordinate territory based retention efforts and ensure a seamless, unified customer experience.
• Partner with Customer Success, Customer Care Retention, Commercial, Marketing, Data Insights, and Voice of the Customer teams to enhance regional engagement strategies and workflows.
• Identify and communicate regional trends, risks, and opportunities related to customer engagement, access, and outcomes to inform cross functional strategy.
• Contribute to the development of educational tools, customer journeys, and targeted retention campaigns informed by geographic and population specific insights.
• Support clinicians and customers with clinical software and digital diabetes management tools, providing guidance on workflow efficiency and best practices appropriate to local practice environments.

Cross Functional Collaboration

• Collaborate closely with Clinical Services Managers, regional field teams, and sales leadership to coordinate territory based retention efforts and ensure a seamless, unified customer experience.
• Partner with Customer Success, Customer Care Retention, Commercial, Marketing, Data Insights, and Voice of the Customer teams to enhance regional engagement strategies and workflows.
• Identify and communicate regional trends, risks, and opportunities related to customer engagement, access, and outcomes to inform cross functional strategy.
• Contribute to the development of educational tools, customer journeys, and targeted retention campaigns informed by geographic and population specific insights.
• Support clinicians and customers with clinical software and digital diabetes management tools, providing guidance on workflow efficiency and best practices appropriate to local practice environments.

Data Analysis & Documentation

• Accurately document all customer interactions, outcomes, and next steps in Salesforce activities and campaigns.
• Reviews engagement data, usage patterns, and retention metrics at individual and regional levels to identify trends and potential risks, and supports identification of improvement opportunities using standard tools and guidance.
• Participate in data driven initiatives designed to improve regional retention performance and overall program effectiveness.
• Shares insights that contribute to incremental improvements in retention programs and customer workflows, leveraging standard tools and established processes.

Education & Experience

Bachelor’s degree required.

• 3+ years of experience training and/or supporting insulin pump patients.
• Direct experience working with healthcare providers in a diabetes care setting.
• Current Certified Diabetes Care and Education Specialist (CDCES) credential required.
• Demonstrated ability to communicate effectively and persuasively with diverse audiences via phone and virtual platforms.

Skills & Competencies

Strong clinical acumen with expertise in diabetes technology and data interpretation.

• Excellent phone presence with exceptional interpersonal, customer service, and communication skills.
• Consultative, influence based approach to customer engagement and retention.
• Proven ability to build trust and long term relationships in a remote, phone based environment.
• Proficiency in Microsoft Office and Salesforce.
• Prior industry, commercial, or sales adjacent clinical experience strongly preferred.

Physical & Work Requirements

Remote position – must live in assigned geographic region.

• Ability to sit and speak on the phone for extended periods during scheduled shifts.
• Manual dexterity required for computer and headset use.
• Availability for occasional evenings, weekends, holidays, and limited travel as needed.

Additional Information

• Medical, dental, and vision insurance

PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. 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.

Insulet Corporation 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.