Clinical Product Specialist, French Speaking

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October 24

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Diabetes Youth Families

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Healthcare Insurance • Hardware

Diabetes Youth Families is a company that provides wearable insulin delivery solutions for diabetes management. Their primary products, such as the Omnipod 5 and Omnipod DASH systems, offer tubeless and automated insulin delivery for people with Type 1 and Type 2 diabetes, allowing users to manage their condition without the need for multiple daily injections. The systems integrate with continuous glucose monitoring (CGM) devices and can be controlled via compatible smartphones, enhancing the freedom and lifestyle of individuals living with diabetes. With a focus on reducing the burden of diabetes management, they offer financial assistance, support resources, and trial programs to help users adapt to their innovative solutions. The company emphasizes making life simpler while managing diabetes through technology-driven insulin management systems.

11 - 50 employees

Founded 1938

⚕️ Healthcare Insurance

🔧 Hardware

📋 Description

• 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. • Handle requests from customers and healthcare professionals that go beyond label language • Support 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 organisation • Utilise 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. • Ability to perform administrative duties on a timely basis.

🎯 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. • 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. • Fluent in English and French.

🏖️ Benefits

• Remote working position • Professional development opportunities • Maintain compliance with GDPR and other regulating bodies.