Clinical Retention Specialist, North Region

🔥 0 minutes ago

🦌 Connecticut, New York, +3 more states – Remote

🦌 Connecticut – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote ⚓ Rhode Island – Remote 🍁 Vermont – Remote

💵 $79.3k - $118.9k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🔄 Customer Retention Specialist

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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 through virtual customer meetings • Handle 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 customer interactions in the CRM system, and meet 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 • Report required information to agencies and maintain HIPAA and regulatory compliance • Assign patient trainings to Certified Pump Trainers or conduct training by phone, virtually, and email • Perform administrative duties and participate in regular and cross-functional team meetings • 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 such as CDCES, RD, or RN • State licensure as required • Current Certified Diabetes Care and Education Specialist certification • Ability to maintain all required licensure throughout 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 by 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 high flexibility • Good business acumen • Process-oriented and willing to take on new tasks • Proficiency with computers, Microsoft Suite, and Salesforce • Ability to meet security requirements for the remote workspace • Ability to travel occasionally for meetings and Product Support trainings

🏖️ Benefits

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