Clinical Retention Specialist
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Job Description
Clinical retention specialist supporting Insulet’s Omnipod diabetes device adoption. Delivering clinical education, proactive outreach, troubleshooting, and data-driven retention strategies remotely.
Responsibilities:
- Strengthen long-term adoption of Omnipod products and improve outcomes for people living with diabetes
- Deliver personalized education and training to patients and healthcare providers via phone and virtual platforms
- Provide proactive follow-up, clinical consultation, recommendations, and troubleshooting
- Educate customers and healthcare providers on Omnipod data and reporting tools
- Resolve routine and moderately complex issues and escalate matters outside established guidelines
- Conduct proactive retention outreach, assess satisfaction, reinforce product value, and resolve concerns
- Use clinical retention selling techniques to influence continued Omnipod use
- Identify disengagement or churn indicators using data assessment and analytics
- Collaborate with Customer Success teams on targeted retention 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, field teams, sales leadership, Customer Success, 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
- Participate in data-driven initiatives to improve regional retention performance and program effectiveness
Requirements:
- Bachelor’s degree required
- Active professional clinical credential required, such as Registered Nurse (RN) or Registered Dietitian (RD)
- 3+ years of experience training and/or supporting insulin pump patients
- Direct experience working with healthcare providers in a diabetes care setting
- Current Certified Diabetes Care and Education Specialist (CDCES) credential required
- Ability to maintain required professional licensure and Omnipod product certifications
- Effective and persuasive communication with diverse audiences via phone and virtual platforms
- Expertise in diabetes technology and data interpretation
- Proficiency in Microsoft Office and Salesforce
- Ability to live in the assigned geographic region
- Ability to work scheduled shifts, including occasional evenings, weekends, and holidays
- Limited travel as needed
Benefits:
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off (PTO)
- Additional employee wellness programs
- Incentive compensation eligibility
- Home workspace meeting company security and productivity standards
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