Clinical Retention Specialist (West)

About the role

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. The 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 Clinical Product Specialist (CPS) works cross‑functionally with 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 across the customer journey—from onboarding to sustaining product use. The role delivers technical, educational, operational, and sales support, assists with product training and troubleshooting, assesses training needs, provides individualized clinical guidance, follows standardized workflows, documents interactions in the CRM, maintains product knowledge, proactively reaches out to manage relationships, promotes insulin pump therapy benefits, provides on‑call support, collaborates with internal teams to ensure patient success and product innovation, maintains HIPAA and regulatory compliance, works with Post‑Market and Quality Systems for required reporting, assigns patient trainings to Certified Pump Trainers or conducts training over phone, virtual, and email, performs administrative duties, and participates in regular team and cross‑functional meetings.

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
• 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 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
• 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

Requirements

• 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