Clinical Retention Specialist (South Central - OK, MO, AR, NM, MS, TX, LA, AL)

Overview

The Clinical Retention Specialist is a clinically driven retention role focused on strengthening long term adoption of Omnipod products and improving health and quality of life outcomes for people living with diabetes. This position blends deep clinical expertise, consultative selling, and relationship management to retain customers through high impact education, proactive issue resolution, and personalized clinical support.

Key Responsibilities

Clinical Expertise & Education

• Applies foundational, evidence-based diabetes management knowledge to support patient interactions and contribute to successful use of Omnipod therapy.
• Deliver personalized education and training to new and existing patients, and healthcare providers within the assigned region via phone and virtual platforms.
• Provide proactive follow up, clinical consultation, recommendations, and troubleshooting to ensure sustained device adoption.
• Educate customers and HCPs on Omnipod data and reporting tools to promote informed clinical conversations and therapy optimization.
• Maintain current clinical licensure, CDCES certification, and Omnipod product credentials.

Customer & Healthcare Provider Engagement / Retention (Sales Based)

• Serve as a clinical retention contact for an assigned geographic territory.
• Conduct proactive outreach to assess satisfaction, reinforce product value, and resolve concerns.
• Utilize clinical retention selling techniques to influence continued Omnipod use.
• Identify early indicators of disengagement or churn through data assessment and analytics.
• Partner with healthcare providers within the assigned geography to align education with treatment plans.

Cross Functional Collaboration

• Collaborate closely with Clinical Services Managers, regional field teams, and sales leadership.
• Partner with Customer Success, Customer Care Retention, Commercial, Marketing, Data Insights, and Voice of the Customer teams.
• Identify and communicate regional trends, risks, and opportunities.

Data Analysis & Documentation

• Accurately document all customer interactions, outcomes, and next steps in Salesforce.
• Review engagement data, usage patterns, and retention metrics.
• Participate in data driven initiatives designed to improve regional retention performance.

Education & Experience

• Bachelor’s degree required.
• Active, professional clinical credentials 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.

Skills & Competencies

• Strong clinical acumen with expertise in diabetes technology and data interpretation.
• Excellent phone presence with exceptional interpersonal, customer service, and communication skills.
• Consultative, influence based approach to customer engagement and retention.
• Proven ability to build trust and long term relationships in a remote, phone based environment.
• Strong problem solving, workflow optimization, and objection handling skills.
• Proficiency in Microsoft Office and Salesforce.

Physical & Work Requirements

• Remote position – must live in assigned geographic region.
• Home workspace must meet company security and productivity standards.
• Ability to sit and speak on the phone for extended periods during scheduled shifts.
• Availability for occasional evenings, weekends, holidays, and limited travel as needed.