Clinical Retention Specialist (West-CA, AZ, CO, HI, ID, KS))
Job Summary
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.
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.
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.
Executes plans, engages stakeholders, and monitors 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.
Pairs 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.
Education & Experience
Bachelor’s degree required.
Active, professional clinical credentials required, such as: Registered Nurse (RN), 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.
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.
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.
Additional Information
Compensation & Benefits: For U.S.-based positions only, the annual base salary range for this role is $87,200.00 - $130,850.00. This position may also be eligible for incentive compensation. We offer a comprehensive benefits package, including: Medical, dental, and vision insurance, 401(k) with company match, Paid time off (PTO), and additional employee wellness programs.
Application Details
To apply, please visit the Insulet Careers site and submit your application online. Actual pay depends on skills, experience, and education. 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. We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
Additional Information
At Insulet Corporation, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.