Sr Clinical Retention Specialist (South)

Job Summary The Senior Clinical Retention Specialist plays a critical role in helping people with diabetes achieve long-term success with Omnipod® therapy while strengthening customer loyalty and improving health outcomes. This position is essential to Insulet’s commitment to delivering an exceptional customer experience, ensuring individuals receive the support they need to remain engaged and confident in their diabetes management journey. By driving sustained product adoption, reducing customer attrition, and serving as a key clinical partner within a geographic region, this role directly contributes to improved patient outcomes, customer satisfaction, and the continued growth and success of Insulet.

 Senior Clinical Retention Specialist Overview The Senior Clinical Retention Specialist is focused on driving long-term adoption of Omnipod® products and improving health and quality-of-life outcomes for people living with diabetes within an assigned geographic region. This role combines advanced clinical expertise, consultative retention engagement, and regional accountability to deliver high-impact education, proactive risk mitigation, and personalized clinical support. The ideal candidate is a highly experienced, results-oriented clinical educator who thrives in a fast-paced, high-volume phone and virtual environment. Operating with a high degree of autonomy, the Senior Clinical Retention Specialist independently manages complex clinical and retention scenarios, serves as a trusted clinical expert within their region, and contributes to elevating team capability through mentorship and knowledge sharing. ________________________________________ Key Responsibilities Advanced Clinical Expertise & Education • Act as an expert clinical resource for complex diabetes management scenarios requiring advanced judgment and intervention, escalated by the Clinical Retention Specialist I. • Apply evidence-based diabetes management principles to guide patients and healthcare providers through nuanced Omnipod therapy challenges. • Deliver advanced, personalized clinical education and training via phone and virtual platforms. • Provide proactive follow-up, consultation, troubleshooting, and escalation support to enable sustained device adoption. • Interpret and educate on Omnipod data and reporting tools to support informed clinical decision-making. • Maintain all required clinical licensure, CDCES certification, and Omnipod credentials while consistently demonstrating clinical excellence and compliance. ________________________________________ Customer & Healthcare Provider Engagement / Retention • Manage clinical retention quotas assigned for a defined geographic region, including complex and at-risk customer scenarios. • Execute established retention strategies while tailoring engagement approaches to individual patient and regional needs. • Conduct high-impact inbound and outbound interactions to assess satisfaction, reinforce product value, and remove barriers to continued use. • Apply consultative, clinically grounded retention techniques to strengthen confidence and long-term adherence. • Identify early indicators of disengagement and partner cross-functionally to support timely, targeted interventions. • Assess and address multidimensional barriers to therapy continuation (clinical, behavioral, psychosocial, logistical, or access-related). • Build and maintain strong working relationships with healthcare providers to align education with treatment plans and support continuity of care. • Develop and apply understanding of regional healthcare dynamics, including payer and access considerations influencing retention. ________________________________________ Regional Contribution & Cross-Functional Partnership • Serve as a key clinical contributor for the assigned geography, ensuring a consistent and high-quality retention experience. • Partner closely with Clinical Teams, Customer Success, and Commercial teams to align on customer needs and retention priorities. • Surface regional insights, trends, and risks to inform continuous improvement of retention programs and workflows. • Contribute frontline perspective to enhance enterprise tools, resources, and engagement strategies. ________________________________________ Knowledge Sharing & Informal Mentorship • Provide guidance and support to Clinical Retention Specialist I on complex clinical cases and retention scenarios. • Share best practices, tools, and clinical insights to promote consistency and effectiveness across the team. • Participate in onboarding support activities such as call shadowing or case discussions as needed. • Contribute to team learning through knowledge sharing and participation in clinical or retention-focused discussions. • Mentor 1–2 new Clinical Retention Specialists annually, supporting onboarding through call shadowing, case reviews, and workflow coaching during the first 60–90 days ________________________________________ Data Analysis & Documentation • Maintain accurate, thorough documentation of all customer interactions and interventions in Salesforce. • Analyze customer engagement data, usage patterns, and retention metrics to identify risks and opportunities. • Apply insights to adjust engagement approaches and improve individual performance and customer outcomes. • Support data-driven initiatives aimed at enhancing retention effectiveness. ________________________________________ Role Scope & Decision Making • Operates independently within established clinical and retention frameworks. • Exercises advanced clinical and situational judgment across complex scenarios. • Manages high-risk and escalated cases with minimal oversight. • Influences outcomes, customer experience, and team effectiveness through expertise and collaboration rather than formal authority. ________________________________________ Education & Experience • Bachelor’s degree required; advanced clinical education preferred. • Active clinical credential required (RN or RD). • 5+ years of experience supporting insulin pump therapy and diabetes technology. • Demonstrated expertise managing complex clinical cases and provider interactions. • Current CDCES credential required. • Experience serving as a senior resource or informal mentor preferred. • Ability to maintain all required licensure and Omnipod certifications. ________________________________________ Skills & Competencies • Deep clinical expertise in diabetes management and technology. • Strong consultative communication and virtual engagement skills. • Ability to influence without authority and contribute to team capability. • Analytical mindset with ability to translate insights into action. • Strong problem solving, prioritization, and self-management skills. • Highly independent, adaptable, and effective in a fast-paced environment. • Proficient in Microsoft Office and Salesforce. • Industry or sales-adjacent clinical experience preferred. ________________________________________ Physical & Work Requirements • Remote role aligned to an assigned geographic region – must live in assigned geographic region • Ability to sustain extended phone and virtual interactions. • Manual dexterity for computer and headset use. • Flexibility for occasional evenings, weekends, holidays, and limited travel. 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