Clinical Product Specialist (Remote/Flexible) at Insulet in Acton, Massachusetts

Job Description:

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

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!

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 manner


• Support product training and troubleshooting needs by meeting virtually with customers as needed


• Handle 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 conversion


• Asses the training and education needs of customers to provide individualized clinical guidance and recommendations


• Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels


• Maintain a thorough understanding of products offered by Insulet with the ability to explain to existing customers their operation and use


• Proactively reach out to help manage customer relationships and retain customers on product


• Promote the benefits of insulin pump therapy and offer continuous education to customers


• Provide on-call support as needed


• Works 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 development


• Maintain compliance to HIPAA and other regulating bodies as required


• Collaborate with Post-Market and Quality Systems to ensure timely reporting for required agencies


• Assign patient trainings to Certified Pump Trainers (CPTs) or conduct customer training over phone, virtually and email


• Ability to perform administrative duties and turn in on a timely basis


• Participate in regular team meetings and cross functional meetings for collaboration


• Perform other duties as assigned

Minimum Requirements:

• Bachelor's degree and a minimum of 2 years' experience training and/or managing insulin pump patients


• 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)


• State licensure is mandatory as required


• Current Certified Diabetes Care and Education Specialist certification required


• Must be able to maintain all required licensure for duration of employment


• Experience communicating with a wide range of audiences

Preferred Skills & Competencies:

• Prior industry/commercial experience strongly preferred


• Experience in a contact center or other relevant environment preferred


• Experience providing assessment and troubleshooting via phone, virtual platforms, and email preferred


• 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

Physical Requirements:

• Requires sitting and standing associated with a normal office environment


• Manual dexterity needed for using a calculator and computer keyboard


• This 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 $64,600.00 - $97,000.00. 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.

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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