About the role

Clinical Product Specialist supporting insulin pump customers for Insulet’s diabetes medical devices. Providing clinical education, troubleshooting, and customer support remotely across the product journey.

Responsibilities

Answer incoming customer questions via phone, email, or assigned tasks
Support product training and troubleshooting through virtual customer meetings
Handle customer contacts involving clinical issues, medical events, onboarding, product use, PDM settings, and product conversion
Assess customer training and education needs and provide individualized clinical guidance
Follow standardized workflows, document customer interactions in the CRM system, and meet service levels
Explain Insulet products and their operation and use to 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 cross-functionally to support patient success, product innovation, and business growth
Maintain HIPAA and regulatory compliance
Collaborate with Post-Market and Quality Systems on timely agency reporting
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

Bachelor’s degree
Minimum of 2 years’ experience training and/or managing insulin pump patients
Professional up-to-date credentials and/or certifications mandatory, such as CDCES, RD, or RN
State licensure mandatory as required
Current Certified Diabetes Care and Education Specialist certification required
Ability to maintain all required licensure throughout employment
Experience communicating with a wide range of audiences
Prior industry/commercial experience strongly preferred
Contact center or other relevant environment experience preferred
Experience providing assessment and troubleshooting via phone, virtual platforms, and email
Salesforce experience
Ability to meet security requirements for the remote workspace
Ability to perform occasional travel for meetings and Product Support trainings
Ability to maintain HIPAA and other regulatory compliance