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!
About Insulet
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 Overview:
The Clinical Product Educator (CPE) supports territories with a high clinical demand in safely and efficiently onboarding customers to the Omnipod systems by virtual platforms (e.g. MS Teams). This is a virtual role providing technical training on using the Omnipod systems. In addition, the CPE role will also support the Customer Care team in handling certain escalated customer cases.
This position is a full time, 12 month fixed term contract. Initially working Monday to Friday (working hours may include some weekend work). We will also consider applications from suitable qualified individuals who would wish to work part time / reduced hours.
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
- Supports Territories with high CSM clinical demand, recording training completion in Salesforce.
- Provides Field Feedback to Supervisor on field-based training of customers and HCPs.
- Ability to perform & complete administrative duties in a timely manner.
- 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 (CRM) system and meet departmental service levels
- Proactively reach out to help manage customer relationships
- Promote the benefits of insulin pod therapy and offer continuous education to customers
- Works in conjunction with Product Support, Clinical Business and Customer Care
- Perform other duties as assigned.
Education and Experience:
Minimum Requirements:
- Bachelor’s degree, or equivalent.
- 2 – 5 years’ experience in a similar role.
- Highly competent in the use of virtual communication computer systems – specifically MS Teams.
Preferred Skills and Competencies:
- Up to date & Professional credentials and/or certifications – such as Certified Diabetes Educator (CDE), Registered Dietitian (RD), or Registered Nurse (RN) strongly preferred
- Experience training and/or managing pump/ pod patients 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 (if applicable):
- The ability to attend Insulet Internal Clinical and / or Sales meetings 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
- The ability to work overtime to meet business objectives is required.
- Manual dexterity needed for using a computer keyboard.
- Minimal business travel as needed.
NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote
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