Clinical Product Specialist II - REMOTE

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
• Participate in regular team meetings and cross functional meetings for collaboration

Education & Experience

• 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
• 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.

Insulet Corporation (NASDAQ: PODD) 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 disposable and waterproof Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s latest innovation, the Omnipod® 5 Automated Insulin Delivery System, is a tubeless automated insulin delivery system, integrated with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero finger sticks, and is fully controlled by a compatible personal smartphone. 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.

Studies have demonstrated the clinical and lifestyle advantages of insulin pump therapy over multiple daily insulin injections (MDI). However, many people still choose MDI therapy largely due to the complexity, cost, and inconvenience of conventional pump technology. The Omnipod is a discreet and easy-to-use system that eliminates many of the issues associated with conventional pumps. By breaking down the barriers to insulin pump therapy, Insulet hopes to provide both a superior treatment option and life-long health benefits for people with insulin-requiring diabetes.

Insulet was founded in 2000 with the mission to improve the lives of people with diabetes and enable customers to enjoy simplicity, freedom, and healthier lives through innovative technology. The Company’s world headquarters and state-of-the-art automated manufacturing facility are located in Acton, Massachusetts with global offices in the U.K., France, Germany, Netherlands, Canada, Mexico, Australia, and the United Arab Emirates. Omnipod products are available in 24 countries around the world.

Insulet recently concluded its seventh consecutive year of 20% or more revenue growth, and more than doubled its intellectual property portfolio over the last year. Insulet is proud to be recognized as a 2022 Top Workplace USA; awarded Top Workplaces Cultural Excellence Award for remote work; recognized as a Great Place to Work® in four international locations in 2023; and ranked as one of America’s most responsible companies by Newsweek. For more information, visit: insulet.com and omnipod.com.

This position is eligible for hybrid working arrangements and requires on-site work from an Insulet office. 

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