Clinical Retention Specialist, North – MA, NY, PA, NJ, ME, CT, RI, NH, VT

🔥 15 hours ago

🗻 New Hampshire, New Jersey, +3 more states – Remote

🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote 🔔 Pennsylvania – Remote

💵 $79.3k - $118.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 0%

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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

• Strengthen long-term adoption of Omnipod products and improve health and quality-of-life outcomes for people living with diabetes • Deliver personalized education and training to new and existing patients and healthcare providers via phone and virtual platforms • Provide proactive follow-up, clinical consultation, recommendations, and troubleshooting to support sustained device adoption • Educate customers and healthcare providers on Omnipod data and reporting tools • Manage routine and moderately complex customer scenarios and escalate issues outside established guidelines • Serve as the clinical retention contact for an assigned geographic territory • Conduct proactive outreach to assess satisfaction, reinforce product value, and resolve concerns • Use clinical retention selling techniques to influence continued Omnipod use • Identify disengagement or churn indicators through data assessment and analytics • Collaborate with Customer Success teams on targeted save strategies • Assess barriers to therapy continuation and apply patient-centered solutions • Develop knowledge of regional healthcare systems, diabetes centers, referral patterns, and payer considerations • Partner with healthcare providers to align education with treatment plans • Collaborate with Clinical Services Managers, regional field teams, sales leadership, Customer Success, Customer Care Retention, Commercial, Marketing, Data Insights, and Voice of the Customer teams • Identify and communicate regional trends, risks, and opportunities • Contribute to educational tools, customer journeys, and targeted retention campaigns • Support clinicians and customers with clinical software and digital diabetes management tools • Document customer interactions, outcomes, and next steps in Salesforce • Review engagement data, usage patterns, and retention metrics to identify trends and risks • Participate in data-driven initiatives to improve regional retention performance and program effectiveness • Share insights that improve retention programs and customer workflows

🎯 Requirements

• Bachelor’s degree • Current Certified Diabetes Care and Education Specialist (CDCES) credential • Active, professional clinical credentials required, such as Registered Nurse (RN) or Registered Dietician (RD) • 3 years of experience training and/or supporting insulin pump patients • Direct experience working with healthcare providers in a diabetes care setting • Ability to maintain all required professional licensure and Omnipod product certifications • Ability to communicate effectively and persuasively with diverse audiences via phone and virtual platforms • Strong clinical acumen with expertise in diabetes technology and data interpretation • Excellent phone presence and exceptional interpersonal, customer service, and communication skills • Consultative, influence-based approach to customer engagement and retention • Ability to build trust and long-term relationships in a remote, phone-based environment • Strong problem-solving, workflow optimization, and objection-handling skills • Self-directed, process-oriented, and adaptable in a fast-paced retention-focused setting • Proficiency in Microsoft Office and Salesforce • Home workspace must meet company security and productivity standards • Ability to sit and speak on the phone for extended periods during scheduled shifts • Manual dexterity for computer and headset use • Must live in the assigned geographic region

🏖️ Benefits

• Incentive compensation eligibility • Medical, dental, and vision insurance • 401(k) with company match • Paid time off (PTO) • Additional employee wellness programs • Remote work arrangement • Occasional evenings, weekends, holidays, and limited travel as needed