Clinical Retention Specialist (South - FL, TN, GA, SC)

Key Responsibilities

• 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.
• Delivers personalized education and training to new and existing patients, and healthcare providers within the assigned region—via phone and virtual platforms.
• Provides proactive follow-up, clinical consultation, recommendations, and troubleshooting to ensure sustained device adoption.
• Educates 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.
• Maintains 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.
• Conducts proactive outreach to assess satisfaction, reinforce product value, and resolve concerns, aligning outreach timing with regional time zones and access considerations.
• Utilizes clinical retention selling techniques to influence continued Omnipod use through education, confidence building, and outcome-focused discussions.
• Identifies early indicators of disengagement or churn through data assessment and analytics in partnership with the data science teams and collaborates 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.
• Develops a working knowledge of the regional healthcare landscape, including key health systems, diabetes centers, referral patterns, and payer considerations that may impact therapy continuation.
• Pairs with healthcare providers within the assigned geography to align education with treatment plans and reinforce long-term therapy adoption.
• Shares compelling patient success stories and regional clinical insights during retention conversations to reinforce the value of Omnipod solutions.

Cross Functional Collaboration

• Collaborates closely with Clinical Services Managers, regional field teams, and sales leadership to coordinate territory-based retention efforts and ensure a seamless, unified customer experience.
• Partners with Customer Success, Customer Care Retention, Commercial, Marketing, Data Insights, and Voice of the Customer teams to enhance regional engagement strategies and workflows.
• Identifies and communicates regional trends, risks, and opportunities related to customer engagement, access, and outcomes to inform cross-functional strategy.
• Contributes to the development of educational tools, customer journeys, and targeted retention campaigns informed by geographic and population-specific insights.
• Supports clinicians and customers with clinical software and digital diabetes management tools, providing guidance on workflow efficiency and best practices appropriate to local practice environments.