Position Overview

As a key member of the Omnipod Customer Care team, the Clinical Product Specialist (CPS) plays a vital role in delivering exceptional support and education to customers throughout their Omnipod journey. This role involves providing expert guidance via phone, virtual platforms, and email to ensure a seamless onboarding experience, effective troubleshooting, and long-term customer retention across the Omnipod product portfolio.

The CPS is responsible for managing complex and escalated product concerns, addressing high-volume customer inquiries, and identifying barriers to optimal product usage. By delivering empathetic, knowledgeable, and solution-focused support, the CPS helps empower customers to achieve the best possible outcomes with their Omnipod devices.

Responsibilities

Support clinical escalation calls from Product Support, Medical Affairs teams, and clinical studies, to ensure first call resolution and minimize repeat product complaints and training needs, handling these in a timely and empathetic manner.Handle requests from customers and healthcare professionals that go beyond label languageSupport new Omnipod customers who may require additional training and support following their initial training.Support Voice of the Customer initiatives by engaging in outreaches to customers who have provided negative feedback or are requesting additional support on Omnipod products.Maintain clinical certifications across all Omnipod products to demonstrate a thorough understanding to provide within scope, accurate information, when responding to customer inquiries.Handle escalations and provide support for third party distributors of Omnipod products internationally.Demonstrate ability to navigate complex customer interactions using evidenced based clinical knowledge and assessment, to work through challenges in diabetes management, promote the benefits of insulin pump therapy and explain the operation and use to existing and new customers.Ability to competently review and educate on diabetes data management reports within data management platforms/Omnipod products to gather insights and assist customers in HCP conversations and follow up; assist HCP’s inquiring about more robust understanding of report interpretation and analyse HCP allegations against Omnipod products.Work with Learning and Development team to support content creation for new product launches and ongoing upskilling for product support and customer care agents as part of the customer care organisationUtilise data management platforms to validate customers complaints and relay findings to Global Product Monitoring, patient safety, and engineering teams to reduce risk. Support customer retention using data obtained from data science teams, through proactive and reactive outreaches via phone, email, and virtually.Work as liaison between sales/field teams and the customer to engage in ongoing clinical support related to product complaints, training on Omnipod portfolio, HCP interactions and product related questions.Follow standardised workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels.Maintain compliance with GDPR and other regulating bodies as required.Ability to perform administrative duties on a timely basis.

Accountabilities

Managing customer escalations to closure in a timely manner.Prioritisation of workload dependent on customer need/urgency.

Required Skills and Competencies

Prior industry/commercial experience strongly preferred.Experience with virtual or phone based clinical support or other relevant environment a plus.Experience providing assessment and troubleshooting via phone, virtual platforms, and email preferred.Excellent customer service skillsStrong interpersonal communications, both oral and writtenSelf-starter who needs minimal direction; extremely flexible, with good business acumenProcess-oriented and willing to take on new tasks.Proficiency with computers, including Microsoft Suite and Salesforce2nd Language (German, Dutch, French) desired

Physical Requirements:

Requires sitting and standing associated with a normal office environment.Manual dexterity is 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

Education and Experience

Minimum Requirements:

Bachelor’s degree and demonstrated experience training and/or managing insulin pump patients.Professional up-to-date credentials and/or certifications are preferred: i.e., Certified Diabetes Specialist Nurse, Diabetes Educator, Registered Dietitian (RD), or Registered Nurse (RN)Current Certified Diabetes Care and Education Specialist (CDCES) certification preferred.Must be able to maintain all required licensure for duration of employment.Experience communicating with a wide range of audiences.

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).

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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