Clinical Retention Specialist – Mid Atlantic Region

🕒 August 12

🐎 Kentucky, Maryland, +1 more states – Remote

🐎 Kentucky – Remote 🦀 Maryland – Remote ⚔️ Virginia – Remote

💵 $79.3k - $118.9k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🔄 Customer Retention Specialist

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Insulet Corporation

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🔧 Hardware

Healthcare • Hardware

Insulet Corporation is a medical device company headquartered in Acton, Massachusetts, best known as the maker of Omnipod, a line of tubeless, wearable, Pod-based insulin management systems that provide continuous insulin delivery and automated insulin delivery (Omnipod 5). Founded in 2000, the company develops, manufactures, and distributes connected insulin pumps globally, serving over 600,000 customers in 26 countries and reporting $2. 7B in 2025 revenue. Insulet emphasizes engineering next‑generation medical devices, research and development to simplify diabetes management, and sustainability and community impact across its operations.

📋 Description

• Answer incoming customer questions via phone, email, or assigned tasks in a timely and empathetic manner • Support product training and troubleshooting needs through virtual customer meetings • Handle customer contacts involving clinical issues, medical events, onboarding, product use, PDM settings, and product conversion • Assess customer training and education needs and provide individualized clinical guidance and recommendations • Follow standardized workflows, document all customer interactions in the CRM system, and meet departmental service levels • Explain Insulet products and their operation and use to existing customers • Proactively manage customer relationships and retain customers on product • Promote insulin pump therapy benefits and provide continuous customer education • Provide on-call support as needed • Collaborate with Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Clinical Field, Customer Care, Post-Market, and Quality Systems teams • Assign patient trainings to Certified Pump Trainers or conduct customer training by phone, virtually, and email • Perform administrative duties and submit them on time • Participate in regular team and cross-functional meetings • Maintain compliance with HIPAA and other regulatory requirements • Ensure timely reporting to required agencies • Perform other duties as assigned

🎯 Requirements

• Bachelor’s degree • Minimum of 2 years’ experience training and/or managing insulin pump patients • Professional, up-to-date credentials and/or certifications are mandatory, such as CDCES, RD, or RN • State licensure is mandatory as required • Current Certified Diabetes Care and Education Specialist certification required • Must maintain all required licensure for the duration of employment • Experience communicating with a wide range of audiences • Prior industry/commercial experience strongly preferred • Contact center or other relevant environment experience preferred • Experience providing assessment and troubleshooting via phone, virtual platforms, and email preferred • Professional and polished presentation skills • Excellent customer service skills • Strong oral and written interpersonal communication • Self-starter able to work with minimal direction and flexibility • Good business acumen • Process-oriented and willing to take on new tasks • Proficiency with computers, including Microsoft Suite and Salesforce • Ability to meet physical requirements involving sitting, standing, manual dexterity, calculator use, and computer keyboard use • Remote workspace must meet security and other requirements • Must maintain compliance with HIPAA and other regulatory requirements

🏖️ Benefits

• Medical, dental, and vision insurance • 401(k) with company match • Paid time off (PTO) • Additional employee wellness programs • Remote working position • Occasional travel for meetings and to support Product Support trainings • Incentive compensation may be available