Job Summary
The Clinical Product Specialist II (CPS) will provide best in class customer education, training and support via phone, virtual platforms, and email, to assist in all points of the customer journey, to include onboarding, troubleshooting and retaining customers on the Omnipod portfolio of products.
Responsibilities
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.
- 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 needed
- Works 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
Education & Experience
Minimum 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 Certified Diabetes Care and Education Specialist certification required
- Must be able to maintain all required licensure for duration of employment
- Experience communicating with a wide range of audiences
Preferred Skills & Competencies
- 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
- Professional and polished presentation skills
- 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
Physical Requirements
- Requires sitting and standing associated with a normal office environment
- Manual dexterity needed for using a calculator and computer keyboard
- This position is a remote working position, and the working space will have to meet certain requirements (security, etc.)
- Occasional travel is required for meetings and to support the Product Support trainings.
NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired).
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.