Clinical Product Specialist II (Hybrid)

Position Summary:

The Clinical Product Specialist II (CPS) will provide best in class customer education, training and support via phone, virtual platforms, and email, to assist in all points of the customer journey, to include onboarding, troubleshooting and retaining customers on the Omnipod portfolio of products.  To ensure patient success and support of product innovation for continued business growth and development, this role works cross functionally with organizational departments including Product Support, Clinical Business and Sales, Learning and Development, Global Product Monitoring, Patient Safety, Quality, Medical Affairs, Marketing, Research & Development, and Customer Care teams.

Responsibilities:

• Answer incoming clinically related customer questions via phone, email or assigned requests in a timely and empathetic manner.

• Support Omnipod portfolio new customer starts and conversion product training and troubleshooting needs through meeting virtually with customers.

• Support clinical escalation calls through the call center, Medical Affairs teams, and clinical studies, to ensure first call resolution and minimize repeat product complaints and training needs.

• Support Voice of the Customer initiative by engaging in outreaches to customers who have provided negative feedback or are requesting additional support on Omnipod products.

• Maintain clinical certifications across all Omnipod products to demonstrate a thorough understanding to provide within scope, accurate information, when responding to  customer inquiries or performing product training.

• Demonstrate ability to navigate complex customer interactions using evidenced based clinical knowledge and assessment, to work through challenges in diabetes management, 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; assist HCP’s inquiring about more robust understanding of report interpretation and analyze HCP allegations against Omnipod products.

• Work with Learning and Development team to support content creation for new product launches and ongoing upskilling for product support and customer care agents as part of the customer experience organization

• Utilize data management platforms to validate customers complaints and relay findings to Global Product Monitoring, patient safety, and engineering teams to reduce risk.

• Support customer retention using data obtained from data science teams, through proactive and reactive outreaches via phone, email, and virtually.

• Work as liaison between sales/field teams and the customer to engage in ongoing clinical support related to product complaints, training on Omnipod portfolio, HCP interactions and product related questions.

• Provide on-demand complete product training to non-patient facing teams across the organization to ensure adequate understanding of diabetes disease state and product functionality.

• Engage in data initiatives to enhance efficiencies and business processes within the team.

• 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 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 and a minimum of 3-5 years’ experience working in a clinical setting; training and/or managing insulin pump patients will be preferred.

• 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)

• Current Certified Diabetes Care and Education Specialist (CDCES) 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 with virtual or phone based clinical support or other relevant environment a plus.

• Experience providing assessment and troubleshooting via phone, virtual platforms, and email preferred.

• Previous or current certification in Omnipod Product Training.  Omnipod 5 certification a plus.

• 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 is needed for using a calculator and computer keyboard.

• This position is a hybrid working position, and the working space will have to meet certain requirements (security, etc.)

• Occasional holiday and/or weekend coverage may be necessary

·       Occasional travel is required for meetings

NOTE: This position is eligible for hybrid working arrangements (requires on-site work from an Insulet office). #LI-Hybrid

Additional Information:

Compensation & Benefits: For U.S.-based positions only, the annual base salary range for this role is $79,300.00 - $118,900.00 This position may also be eligible for incentive compensation. We offer a comprehensive benefits package, including: • Medical, dental, and vision insurance • 401(k) with company match • Paid time off (PTO) • And additional employee wellness programs Application Details: This job posting will remain open until the position is filled. To apply, please visit the Insulet Careers site and submit your application online. Actual pay depends on skills, experience, and education.