Clinical Retention Specialist

Insulet Corporation

. Answer incoming customer questions via phone, email, or assigned tasks in a timely and empathetic manner .

Posted 9/29/2026full-timeRemote • United StatesJuniorMid-Level💰 $87,200 - $130,850 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer relationship management and clinical guidance for insulin pump therapy, with a strong focus on training, education, and support for patients. Proficient in utilizing technology for effective communication and documentation while maintaining required certifications and licensure.

Highest-signal resume keywords

Certified Diabetes Care And Education Specialist (CDCES)Insulin Pump Patient ManagementCustomer Relationship Management (CRM)Clinical Training And EducationExcellent Customer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Clinical GuidancePatient TrainingTroubleshootingDocumentationAssessmentProduct KnowledgeVirtual CommunicationProcess OrientationMicrosoft Suite ProficiencySalesforce Proficiency

Soft Skills

Interpersonal CommunicationPresentation SkillsSelf-StarterFlexibilityBusiness Acumen

Certifications & Qualifications

Certified Diabetes Care And Education Specialist (CDCES)Registered Dietitian (RD)Registered Nurse (RN)

Industry Keywords

Insulin Pump TherapyCustomer CareClinical BusinessMedical AffairsPost-MarketQuality SystemsContact Center ExperienceOnboardingOngoing Product UsePatient Education

About the role

Key responsibilities & impact

Answer incoming customer questions via phone, email, or assigned tasks in a timely and empathetic manner
Support product training and troubleshooting needs through virtual customer meetings
Handle customer contacts involving clinical issues, medical events, onboarding, ongoing product use, PDM settings, and product conversion
Assess customer training and education needs and provide individualized clinical guidance and recommendations
Follow standardized workflows, document customer interactions in the Customer Relationship Management system, and meet departmental service levels
Explain Insulet products and their operation and use to existing customers
Proactively manage customer relationships and retain customers on product
Promote insulin pump therapy benefits and provide continuous customer education
Provide on-call support as needed
Collaborate with Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Clinical Field, Customer Care, Post-Market, and Quality Systems teams
Ensure timely reporting to required agencies
Assign patient trainings to Certified Pump Trainers or conduct training by phone, virtually, and email
Perform administrative duties and submit them on time
Participate in regular team and cross-functional meetings
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree
Minimum of 2 years’ experience training and/or managing insulin pump patients
Professional up-to-date credentials and/or certifications are mandatory, such as 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
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
Requires sitting and standing associated with a normal office environment
Manual dexterity needed for using a calculator and computer keyboard
Working space must meet certain security requirements

Benefits

Comp & perks

Incentive compensation eligibility
Medical, dental, and vision insurance
401(k) with company match
Paid time off (PTO)
Additional employee wellness programs
Remote working position
Occasional travel for meetings and Product Support trainings