Clinical Product Specialist - French Speaking

Overview

Position Overview: As a key member of the Omnipod Customer Care team, the Clinical Product Specialist (CPS) plays a vital role in delivering exceptional support and education to customers throughout their Omnipod journey. This role involves providing expert guidance via phone, virtual platforms, and email to ensure a seamless onboarding experience, effective troubleshooting, and long-term customer retention across the Omnipod product portfolio.

Responsibilities

• Support clinical escalation calls from Product Support, Medical Affairs teams, and clinical studies, to ensure first call resolution and minimize repeat product complaints and training needs, handling these in a timely and empathetic manner.
• Handle requests from customers and healthcare professionals that go beyond label language.
• Support new Omnipod customers who may require additional training and support following their initial training.
• Support Voice of the Customer initiatives by engaging with customers who have provided negative feedback or are requesting additional support on Omnipod products.
• Maintain clinical certifications across all Omnipod products to demonstrate thorough understanding to provide within scope, accurate information when responding to customer inquiries.
• Handle escalations and provide support for third party distributors of Omnipod products internationally.
• Demonstrate ability to navigate complex customer interactions using evidence-based clinical knowledge and assessment, to work through challenges in diabetes management, promote the benefits of insulin pump therapy and explain the operation and use to existing and new customers.
• Review and educate on diabetes data management reports within data management platforms/Omnipod products to gather insights and assist customers in HCP conversations; assist HCPs in understanding report interpretation and analyze HCP concerns related to Omnipod products.
• Collaborate with Learning and Development to support content creation for new product launches and ongoing upskilling for product support and customer care agents.
• Utilize data management platforms to validate customer complaints and relay findings to Global Product Monitoring, patient safety, and engineering teams to reduce risk.
• Support customer retention using data from data science teams through proactive and reactive outreaches via phone, email, and virtual channels.
• Serve as a liaison between sales/field teams and customers to engage in ongoing clinical support related to product complaints, training on Omnipod portfolio, HCP interactions and product-related questions.
• Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in the Customer Relationship Management system and meeting departmental service levels.
• Maintain compliance with GDPR and other applicable regulations.
• Perform administrative duties in a timely manner.

Accountabilities

• Managing customer escalations to closure in a timely manner.
• Prioritisation of workload dependent on customer need/urgency.

Required Skills And Competencies

• Prior industry/commercial experience strongly preferred.
• Experience with virtual or phone-based clinical support or other relevant environment a plus.
• Experience providing assessment and troubleshooting via phone, virtual platforms, and email preferred.
• 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.
• Fluent in English and French.

Physical Requirements

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity required for using a calculator and computer keyboard.
• This position is a remote working position; the working space will have to meet certain requirements (security, etc.).
• Occasional travel may be required for meetings.

Education And Experience

• Bachelor’s degree and demonstrated experience training and/or managing insulin pump patients.
• Professional up-to-date credentials and/or certifications are preferred (e.g., Certified Diabetes Specialist Nurse, Diabetes Educator, Registered Dietitian, or Registered Nurse).
• Current Certified Diabetes Care and Education Specialist (CDCES) certification preferred.
• Must be able to maintain all required licensure for duration of employment.

Note: This position is remote eligible (100% remote work from home/virtually; hybrid on-site/virtual as desired). Experience communicating with a wide range of audiences.

Insulet Corporation (NASDAQ: PODD) 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 tubeless, disposable Pod with up to three days of non-stop insulin delivery, and Omnipod 5 Automated Insulin Delivery System integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections. For more information, please visit insulet.com and omnipod.com.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Health Care Provider

Industries

• Medical Equipment Manufacturing

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