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. 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, requiring independent judgment in managing day‑to‑day customer interactions, prioritizing outreach, and delivering clinical education within defined parameters.

The Clinical Product Specialist (CPS) will work 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 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 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 the CRM system and meeting departmental service levels
• Maintain a thorough understanding of Insulet’s products and explain their operation and use to existing customers
• 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 with 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
• Perform administrative duties and submit them in 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 (RN). State licensure is mandatory as required. Current CDCES certification required. Must be able to maintain all required licensure for the duration of employment. This position is a remote‑working role; the workspace must meet security and other requirements. Occasional travel is required for meetings and to support Product Support trainings.

Qualifications

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.

Skills

• 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
• Eligibility for incentive compensation

Pay

For U.S.-based positions only, the annual base salary range is $87,200.00 – $130,850.00. This position may also be eligible for incentive compensation. Actual pay depends on skills, experience, and education.