Clinical Product Specialist II

Role Overview

• Provide best in class customer education, training and support via phone, virtual platforms, and email, to assist in all points of the customer journey.
• Answer incoming clinically related customer questions via phone, email or assigned requests in a timely and empathetic manner.
• Support Omnipod portfolio new customer starts and conversion product training and troubleshooting needs.
• Support clinical escalation calls through the call center, Medical Affairs teams, and clinical studies.
• Support Voice of the Customer initiative by engaging in outreaches to customers who have provided negative feedback.
• Maintain clinical certifications across all Omnipod products to provide accurate information.
• Work with Learning and Development team to support content creation for new product launches.
• Utilize data management platforms to validate customer complaints and relay findings to teams.
• Follow standardized workflows and fully document all customer interactions.
• Maintain compliance with HIPAA and other regulating bodies as required.

Requirements

• Bachelor’s degree and a minimum of 3-5 years’ experience working in a clinical setting; training and/or managing insulin pump patients will be preferred.
• Professional 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)
• Current Certified Diabetes Care and Education Specialist (CDCES) certification required.
• Must be able to maintain all required licensure for duration of employment.
• Experience communicating with a wide range of audiences.
• Prior industry/commercial experience strongly preferred.
• Experience with virtual or phone based clinical support or other relevant environment a plus.
• Experience providing assessment and troubleshooting via phone, virtual platforms, and email preferred.
• Previous or current certification in Omnipod Product Training.
• Omnipod 5 certification a plus.
• Professional and polished presentation skills.
• Excellent customer service skills.
• Strong interpersonal communications, both oral and written.
• Self-starter who needs minimal direction; extremely flexible, with good business acumen.
• Process-oriented and willing to take on new tasks.
• Proficiency with computers, including Microsoft Suite and Salesforce.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off (PTO)
• And additional employee wellness programs