Clinical Product Specialist II (Hybrid)

The Clinical Product Specialist II will provide customer education, training, and support for the Omnipod portfolio of products, working cross-functionally with various departments to ensure patient success and support product innovation for continued business growth.

Requirements

• Answer 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 through meeting virtually with customers.
• Maintain clinical certifications across all Omnipod products to demonstrate a thorough understanding to provide within scope, accurate information, when responding to customer inquiries or performing product training.
• Ability to competently review and educate on diabetes data management reports within data management platforms/Omnipod products to gather insights and assist customer in HCP conversations and follow up; assist HCP’s inquiring about more robust understanding of report interpretation and analyze HCP allegations against Omnipod products.
• Work with Learning and Development team to support content creation for new product launches and ongoing upskilling for product support and customer care agents as part of the customer experience organization
• Utilize data management platforms to validate customers complaints and relay findings to Global Product Monitoring, patient safety, and engineering teams to reduce risk.
• Support customer retention using data obtained from data science teams, through proactive and reactive outreaches via phone, email, and virtually.
• Work as liaison between sales/field teams and the customer to engage in ongoing clinical support related to product complaints, training on Omnipod portfolio, HCP interactions and product related questions.
• Provide on-demand complete product training to non-patient facing teams across the organization to ensure adequate understanding of diabetes disease state and product functionality.
• Engage in data initiatives to enhance efficiencies and business processes within the team.
• 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 compliance with HIPAA and other regulating bodies as required.
• Ability to perform administrative duties on a timely basis.

Benefits

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