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.

Job Title:                          Clinical Product Educator

Department:                    Inside Sales (Customer Care)

Manager/Supervisor:     Senior Inside Sales Manager      

FLSA Status:                    Exempt

Position Overview:

The Clinical Product Educator will predominantly provide clinical initiations to customers on the Omnipod insulin management system. This virtual role supports territories with high clinical demand to provide Pod therapy initiation through online platforms. The role will also support the customer care team to handle escalated customer cases.

This position is full time home based role, initially working Monday to Friday however flexible hours may be required to meet customer demand e.g. weekday evenings and Saturdays.

Responsibilities:

• Conduct customer training virtually for Personal Diabetes Manager (PDM) settings or setting changes, and product conversions, assistance with setting up Diabetes Management Software, calibrating medical device components for support of automated blood glucose management, etc.

• Proactively communicates Pod start diary availability through online calendar tool

• Assists customer care to case manage frequent flyer troubleshooting to optimise Pod Therapy

• Supports Territories with high CSM clinical demand, recording training completion in Salesforce.

• Provides Field Feedback to Manager on field-based training of customers and HCPs.

• Ability to perform administrative duties and turn in on a timely basis.

• Perform other duties as assigned.

• Handle escalated customer care contacts that require a deeper knowledge and understanding of medical events, repeat product issues, Personal Diabetes Manager (PDM) settings or setting changes, and Continuous Glucose Monitoring (CGM) systems

• Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels

• Proactively reach out to help manage customer relationships

• Promote the benefits of insulin pump therapy and offer continuous education to customers

• Works in conjunction with Product Support, Clinical Business and Customer Care

Education and Experience:

Minimum Requirements:

• Bachelor’s degree, or equivalent.

• Demonstrat experience in a similar role

• Professional up to date credentials and/or certifications are mandatory:  i.e. Certified Diabetes Educator (CDE), Registered Dietitian (RD), or Registered Nurse (RN)

• Highly competent in the use of virtual communication computer systems e.g., Zoom, Microsoft Teams, WebEx etc  

Desired Skills and Competencies:

• Experience training and/or managing pump patients strongly preferred

• Certified Diabetes Educator (CDE) or similar local equivalent is strongly preferred.

• Self-starter who requires minimal direction and who can respond rapidly to changing circumstances

• Prior industry/commercial experience strongly preferred

• Professional and polished presentation skills.

• Strong interpersonal communications, both oral and written.

• Strong contributing member of the commercial team.

• High proficiency with computers.

Physical Requirements:

• The ability to attend Insulet Internal Clinical or Sales meeting may be required.

• The work environment will be predominantly the home office. Some lifting may be required when sending or receiving shipments, in handling samples, supplies or literature, and transport of laptop computer

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