[Hiring] Clinical Product Specialist II @Insulet Corporation

Role Description

Join a mission-driven team dedicated to simplifying life for people with diabetes. We’re seeking a Clinical Product Specialist II 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 (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.

• 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 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.
• 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.
• Perform other duties as assigned.

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 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.

Benefits

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

Company Description

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. For more information, please visit insulet.com and omnipod.com.