Offer summary

Qualifications:

Bachelor’s degree with a minimum of 2 years’ experience in training or managing insulin pump patients., Current Certified Diabetes Care and Education Specialist certification is required., Professional credentials such as Registered Dietitian or Registered Nurse are mandatory., Strong communication skills and experience with diverse audiences are essential..

Key responsibilities:

Provide customer education and support via phone and email throughout the customer journey.

Assist with product training and troubleshooting by meeting virtually with customers.

Document all customer interactions in the Customer Relationship Management system and maintain compliance with HIPAA.

Collaborate with various departments to ensure patient success and promote insulin pump therapy benefits.

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!

Job Title: Clinical Product Specialist

Department: 5600 – Product Support

FLSA Status: Exempt

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
Perform other duties as assigned

Education & Experience

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 preferred
Professional and polished presentation skills
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

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.

Required profile