About this role
Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
Position Summary:
The Clinical Product Specialist Level 1, Bilingual role will provide best in class clinically focused customer education and support via phone to assist in all points of the customer journey, to include onboarding, troubleshooting, and retaining customers on the Omnipod portfolio of products for both patients with Type 1 and Type 2 diabetes.
The CPS role is a contact‑center position responsible for answering customer phone calls to guide clinical troubleshooting, product education, and data‑driven guidance regarding Omnipod insulin pump products. CPS specialists document all their interactions, review diabetes data, ensure regulatory compliance, and support customer retention.
Responsibilities:
Answer incoming/outbound clinically related customer questions via phone in an empathetic manner.
Support all Omnipod portfolio customers who have completed onboarding or training to ensure first call resolution and retention.
Maintain clinical knowledge through provided learnings and trainings, to demonstrate a thorough product understanding and to provide within scope, accurate information, when responding to customer inquiries.
Demonstrate ability to navigate complex customer interactions using evidenced based clinical knowledge and assessment, to promote the benefits of insulin pump therapy and explain the operation and use to existing and new customers.
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.
Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels and KPIs.
· Maintain compliance with HIPAA and other regulating bodies as required.
Ability to perform administrative duties on a timely basis.
Education & Experience:
Minimum Requirements:
Bachelors degree in a clinical field of study
2-3 years’ experience working in a clinical setting with patients required; working with patients with Type 1 and Type 2 diabetes is preferred
Bilingual skills, being proficient in both English and Spanish, required.
Experience communicating with a wide range of audiences.
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.
Preferred Skills & Competencies:
Bilingual skills, being proficient in both English and Spanish, required.
Experience working with insulin pumps and continuous glucose monitoring systems, a plus.
Prior industry/commercial experience, preferred.
Experience with virtual or phone based clinical support or other relevant environment, a plus.
Experience providing assessment and troubleshooting via phone, preferred.
Physical Requirements:
Requires sitting and standing associated with a normal office environment.
Manual dexterity is needed for using a calculator and computer keyboard.
Additional Information:
This position requires in person, office work.
Holiday, evening, and/or weekend coverage may be necessary.
Bilingual skills, being proficient in both English and Spanish, required.
Location:
Onsite
Other facts
About Insulet Corporation
Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Omnipod products are offered in 25 countries around the globe.
HIRING SCAM ALERT
Recently, individuals impersonating Insulet Human Resources members have offered fraudulent interviews and job offers to unsuspecting candidates. To help protect you from these scam artists, please be aware that:
• Insulet will never interview a candidate over RingCentral, similar messaging apps or social media (i.e. Google Hangouts, WhatsApp, Facebook Messenger, etc.), or via text message.
• Insulet will never send a company check or ask an applicant to pay a fee or purchase at home work/training materials in connection with an application for employment.
• Insulet will never provide excess money to an applicant and ask the applicant to write a check for repayment.
If you have any doubt about a job offer or any other communication purporting to come from Insulet, please reach out to us directly at 978-600-7000.
If you receive any type of communication on behalf of Insulet that seems inappropriate or suspicious, please report this activity to: www.iC3.gov or www.stopfraud.gov.
What you'll do
- The Clinical Product Specialist will provide clinically focused customer education and support via phone, assisting customers throughout their journey with the Omnipod product. Responsibilities include answering customer inquiries, guiding troubleshooting, and ensuring customer retention.
Ready to join Insulet Corporation?
Take the next step in your career journey