[Hiring] Clinical Product Specialist @Insulet Corporation

Role Description

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
• Customer Care teams

Responsibilities include:

• 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
• Product conversion
• Assess 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 the Customer Relationship Management system and meeting 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.
• Work in conjunction with various teams 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.

Qualifications

• 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.

Requirements

• 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.
• Familiarity with 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.