Job Title:                             Clinical Product Specialist

Department:                     5600 – Product Support

FLSA Status:                      Exempt

Position Summary:

The Clinical Product Specialist (CPS) will work cross functionally with other departments across the organization including Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Research & Development, and Customer Care teams to provide customer education and support via phone and email to assist all points of the customer journey, from onboarding to sustaining customers on product.  Provide technical, educational, operational and sales support to customers.  Support ongoing learning and development needs of Product Support teams.

Responsibilities:

Answer incoming customer questions via phone, email or assigned tasks in a timely and empathetic mannerSupport product training and troubleshooting needs by meeting virtually with customers as neededHandle customer contacts requiring a deeper knowledge, assessment and understanding of clinical related issues including medical event occurrences, customer onboarding and ongoing product use, Personal Diabetes Manager (PDM) settings or setting changes, and product conversionAsses the training and education needs of customers to provide individualized clinical guidance and recommendationsFollow standardized workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levelsMaintain a thorough understanding of products offered by Insulet with the ability to explain to existing customers their operation and useProactively reach out to help manage customer relationships and retain customers on productPromote the benefits of insulin pump therapy and offer continuous education to customersProvide on-call support as neededWorks in conjunction with Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Clinical Field team, and Customer Care to ensure patient success and product innovation for continued business growth and developmentMaintain compliance to HIPAA and other regulating bodies as requiredCollaborate with Post-Market and Quality Systems to ensure timely reporting for required agenciesAssign patient trainings to Certified Pump Trainers (CPTs) or conduct customer training over phone, virtually and emailAbility to perform administrative duties and turn in on a timely basisParticipate in regular team meetings and cross functional meetings for collaborationPerform other duties as assigned

Education & Experience

Minimum Requirements:

Bachelor’s degree and a minimum of 2 years’ experience training and/or managing insulin pump patientsProfessional up-to-date credentials and/or certifications are mandatory:  i.e. Certified Diabetes Care and Education Specialist (CDCES), Registered Dietitian (RD), or Registered Nurse (RN)State licensure is mandatory as requiredCurrent Certified Diabetes Care and Education Specialist certification requiredMust be able to maintain all required licensure for duration of employmentExperience communicating with a wide range of audiences

Preferred Skills & Competencies:

Prior industry/commercial experience strongly preferredExperience in a contact center or other relevant environment preferredExperience providing assessment and troubleshooting via phone, virtual platforms, and email preferredProfessional and polished presentation skillsExcellent 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 tasksProficiency with computers, including Microsoft Suite and Salesforce

Physical Requirements:

Requires sitting and standing associated with a normal office environmentManual dexterity needed for using a calculator and computer keyboardThis position is a remote working position, and the working space will have to meet certain requirements (security, etc.)Occasional travel is required for meetings and to support the Product Support trainings.

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). #LI-remote

Additional Information:

The US base salary range for this full-time position is $77,325.00 - $115,987.50. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

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!

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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