Job Title:                          Clinical Product Educator

Department:                    Inside Sales (Customer Care)

Manager/Supervisor:     Senior Inside Sales Manager      

FLSA Status:                    Exempt

Position Overview:

The Clinical Product Educator will predominantly provide clinical initiations to customers on the Omnipod insulin management system. This virtual role supports territories with high clinical demand to provide Pod therapy initiation through online platforms. The role will also support the customer care team to handle escalated customer cases.

This position is full time home based role, initially working Monday to Friday however flexible hours may be required to meet customer demand e.g. weekday evenings and Saturdays.

Responsibilities:

Conduct customer training virtually for Personal Diabetes Manager (PDM) settings or setting changes, and product conversions, assistance with setting up Diabetes Management Software, calibrating medical device components for support of automated blood glucose management, etc.

Proactively communicates Pod start diary availability through online calendar tool

Assists customer care to case manage frequent flyer troubleshooting to optimise Pod Therapy

Supports Territories with high CSM clinical demand, recording training completion in Salesforce.

Provides Field Feedback to Manager on field-based training of customers and HCPs.

Ability to perform administrative duties and turn in on a timely basis.

Perform other duties as assigned.

Handle escalated customer care contacts that require a deeper knowledge and understanding of medical events, repeat product issues, Personal Diabetes Manager (PDM) settings or setting changes, and Continuous Glucose Monitoring (CGM) systems

Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels

Proactively reach out to help manage customer relationships

Promote the benefits of insulin pump therapy and offer continuous education to customers

Works in conjunction with Product Support, Clinical Business and Customer Care

Education and Experience:

Minimum Requirements:

Bachelor’s degree, or equivalent.

Demonstrated experience in a similar role

Highly competent in the use of virtual communication computer systems e.g., Zoom, Microsoft Teams, WebEx etc  

Desired Skills and Competencies:

Professional up to date credentials and/or certifications are preferred:  i.e. Certified Diabetes Educator (CDE), Registered Dietitian (RD), or Registered Nurse (RN)

Experience training and/or managing pump patients strongly preferred

Certified Diabetes Educator (CDE) or similar local equivalent is strongly preferred.

Self-starter who requires minimal direction and who can respond rapidly to changing circumstances

Prior industry/commercial experience strongly preferred

Professional and polished presentation skills.

Strong interpersonal communications, both oral and written.

Strong contributing member of the commercial team.

High proficiency with computers.

Physical Requirements:

The ability to attend Insulet Internal Clinical or Sales meeting may be required.

The work environment will be predominantly the home office. Some lifting may be required when sending or receiving shipments, in handling samples, supplies or literature, and transport of laptop computer

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!

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