Clinical Retention Specialist (Central)

Job Summary
Clinical Retention Specialist
Overview
The Clinical Retention Specialist is a clinically driven retention role focused on strengthening long term adoption of Omnipod® products and improving health and quality of life outcomes for people living with diabetes. This position blends deep clinical expertise, consultative selling, and relationship management to retain customers through high impact education, proactive issue resolution, and personalized clinical support.
The ideal candidate is a dynamic, results oriented clinical educator who thrives in a fast paced, high volume phone/virtual environment and partners closely with internal teams and healthcare providers. Through value driven clinical conversations, this role reinforces confidence in Omnipod therapy and proactively addresses barriers to long term use. Operates as an individual contributor without formal people management responsibility. Requires independent judgment in managing day to day customer interactions, prioritizing outreach, and delivering clinical education within defined parameters.
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Key Responsibilities
Clinical Expertise & Education
• Applies foundational, evidence‑based diabetes management knowledge to support patient interactions and contribute to successful use of Omnipod therapy, following established guidelines and with appropriate guidance.
• Deliver personalized education and training to new and existing patients, and healthcare providers within the assigned region—via phone and virtual platforms.
• Provide proactive follow up, clinical consultation, recommendations, and troubleshooting to ensure sustained device adoption.
• Educate customers and HCPs on Omnipod data and reporting tools to promote informed clinical conversations and therapy optimization.
• Determines appropriate actions for routine and moderately complex scenarios and escalates issues that fall outside established guidelines
• Directly impacts customer satisfaction, therapy continuity, and retention outcomes within an assigned geographic territory.
• Maintain current clinical licensure, CDCES certification, and Omnipod product credentials to ensure compliant, accurate guidance.
Customer & Healthcare Provider Engagement / Retention (Sales Based)
• Serves as a clinical retention contact for an assigned geographic territory, supporting customer retention efforts and contributing to sustained adoption of Omnipod therapy through consistent engagement and use of established processes and guidance
• Supports delivery of business results across the assigned region by executing plans, engaging stakeholders, and monitoring performance using established processes and guidance.
• Conduct proactive outreach to assess satisfaction, reinforce product value, and resolve concerns, aligning outreach timing with regional time zones and access considerations.
• Utilize clinical retention selling techniques to influence continued Omnipod use through education, confidence building, and outcome focused discussions.
• Identify early indicators of disengagement or churn through data assessment and analytics in partnership with the data science teams and collaborate with Customer Success teams to deploy targeted, regionally informed save strategies.
• Identifies and assesses common barriers to therapy continuation (clinical, behavioral, logistical, and access‑related), including geographic differences, and applies standard approaches to support practical, patient‑centered solutions with moderate guidance.
• Develop a working knowledge of the regional healthcare landscape, including key health systems, diabetes centers, referral patterns, and payer considerations that may impact therapy continuation.
• Partner with healthcare providers within the assigned geography to align education with treatment plans and reinforce long term therapy adoption
• Share compelling patient success stories and regional clinical insights during retention conversations to reinforce the value of Omnipod solutions.
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Cross Functional Collaboration
• Collaborate closely with Clinical Services Managers, regional field teams, and sales leadership to coordinate territory based retention efforts and ensure a seamless, unified customer experience.
• Partner with Customer Success, Customer Care Retention, Commercial, Marketing, Data Insights, and Voice of the Customer teams to enhance regional engagement strategies and workflows.
• Identify and communicate regional trends, risks, and opportunities related to customer engagement, access, and outcomes to inform cross functional strategy.
• Contribute to the development of educational tools, customer journeys, and targeted retention campaigns informed by geographic and population specific insights.
• Support clinicians and customers with clinical software and digital diabetes management tools, providing guidance on workflow efficiency and best practices appropriate to local practice environments.________________________________________
Data Analysis & Documentation
• Accurately document all customer interactions, outcomes, and next steps in Salesforce activities and campaigns.
• Reviews engagement data, usage patterns, and retention metrics at individual and regional levels to identify trends and potential risks, and supports identification of improvement opportunities using standard tools and guidance.
• Participate in data driven initiatives designed to improve regional retention performance and overall program effectiveness.
• Shares insights that contribute to incremental improvements in retention programs and customer workflows, leveraging standard tools and established processes.________________________________________
Education & Experience
• Bachelor’s degree required.
• Active, professional clinical credentials required, such as:
o Registered Nurse (RN)
o Registered Dietitian (RD)
• 3+ years of experience training and/or supporting insulin pump patients.
• Direct experience working with healthcare providers in a diabetes care setting.
• Current Certified Diabetes Care and Education Specialist (CDCES) credential required.
• Ability to maintain all required professional licensure and Omnipod product certifications.
• Demonstrated ability to communicate effectively and persuasively with diverse audiences via phone and virtual platforms.
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Skills & Competencies
• Strong clinical acumen with expertise in diabetes technology and data interpretation.
• Excellent phone presence with exceptional interpersonal, customer service, and communication skills.
• Consultative, influence based approach to customer engagement and retention.
• Proven ability to build trust and long term relationships in a remote, phone based environment.
• Strong problem solving, workflow optimization, and objection handling skills.
• Self directed, process oriented, and adaptable in a fast paced retention focused setting.
• Proficiency in Microsoft Office and Salesforce.
• Prior industry, commercial, or sales adjacent clinical experience strongly preferred.
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Physical & Work Requirements
• Remote position – must live in assigned geographic region
• Home workspace must meet company security and productivity standards.
• Ability to sit and speak on the phone for extended periods during scheduled shifts.
• Manual dexterity required for computer and headset use.
• Availability for occasional evenings, weekends, holidays, and limited travel as needed


Job Title: Clinical Product Specialist
Department: 5600 – Product Support
FLSA Status: Exempt
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 neede