Clinical Retention Specialist (South - FL, TN, GA, SC)
Insulet Corporation
Summary
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.
Job description
Key Responsibilities
- 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.
- Conduct proactive outreach to assess satisfaction, reinforce product value, and resolve concerns.
- Utilize clinical retention selling techniques to influence continued Omnipod use through education, confidence building, and outcome focused discussions.
- Identify early indicators of disengagement or churn through data assessment and analytics in partnership with the data science teams.
- Collaborate closely with Clinical Services Managers, regional field teams, and sales leadership to coordinate territory based retention efforts.
- Accurately document all customer interactions, outcomes, and next steps in Salesforce activities and campaigns.
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.
Requirements
- 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.
- Ability to maintain all required professional licensure and Omnipod product certifications.
- Demonstrated ability to communicate effectively and persuasively with diverse audiences via phone and virtual platforms.
- 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.
- Self directed, process oriented, and adaptable in a fast paced retention focused setting.
- Proficiency in Microsoft Office and Salesforce.
- Prior industry, commercial, or sales adjacent clinical experience strongly preferred.
Benefits
- Medical, Dental & Vision
- 401(k) Matching
- Paid Time Off
- Employee Wellness Programs
Company overview
Insulet Corporation (NASDAQ: PODD) is an innovative medical device company headquartered in Acton, Massachusetts, founded in 2000 with a mission to improve the lives of people with diabetes. The company specializes in developing, manufacturing, and marketing the revolutionary Omnipod Insulin Management System, which provides a unique alternative to traditional insulin delivery methods. The Omnipod system features a tubeless, disposable wearable Pod that delivers up to three days of continuous insulin without the need for needles or tubing. Insulet's flagship product, the Omnipod 5 Automated Insulin Delivery System, integrates with continuous glucose monitors to manage blood sugar levels automatically, eliminating multiple daily injections and fingersticks. With operations spanning 25 countries across North America, Europe, the Middle East, and Asia Pacific, Insulet has established itself as a global leader in diabetes management technology. The company employs between 1,001-5,000 professionals dedicated to advancing diabetes care through innovative medical device solutions.