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About the Role

Join a mission-driven team dedicated to simplifying life for people with diabetes. We’re seeking a Clinical Product Specialist to drive meaningful impact through innovative technology, helping our customers enjoy greater freedom and healthier lives while growing your career in a collaborative, forward-thinking environment. 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.

Responsibilities

Work cross functionally with other departments 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.
Provide technical, educational, operational and sales support to customers.
Support ongoing learning and development needs of Product Support teams.
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.
Assess the training and education needs of customers to provide individualized clinical guidance and recommendations.
Follow standardized workflows, 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.

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.
Must live within the assigned geography: OK, MO, AR, MS, TX, LA, AL, MI, IN, IL, WI, OH, MN, IA, SD, ND, FL, TN, GA, SC, VA, WV, KY, MD, DC, NC, DE.

Skills

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.
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.

Location

Work Type

100% remote working arrangements
hybrid on-site/virtual

Experience Level

Minimum of 2 years’ experience training and/or managing insulin pump patients

Education Level

Bachelor’s degree
Certified Diabetes Care and Education Specialist (CDCES)
Registered Dietitian (RD)
Registered Nurse (RN)

Salary/Compensations

$79,300.00 - $118,900.00

Benefits

Medical, dental, and vision insurance
401(k) with company match
Paid time off (PTO)
Additional employee wellness programs

About the Company

Insulet Corporation (NASDAQ: 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.
The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods.
With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle.
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.S. or by the Omnipod 5 Controller.
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.
Our continued success depends on it!

Equal Opportunity

At 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.