Clinical Product Specialist

February 27

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Diabetes Youth Families

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Diabetes Youth Families is a company that provides wearable insulin delivery solutions for diabetes management. Their primary products, such as the Omnipod 5 and Omnipod DASH systems, offer tubeless and automated insulin delivery for people with Type 1 and Type 2 diabetes, allowing users to manage their condition without the need for multiple daily injections. The systems integrate with continuous glucose monitoring (CGM) devices and can be controlled via compatible smartphones, enhancing the freedom and lifestyle of individuals living with diabetes. With a focus on reducing the burden of diabetes management, they offer financial assistance, support resources, and trial programs to help users adapt to their innovative solutions. The company emphasizes making life simpler while managing diabetes through technology-driven insulin management systems.

11 - 50 employees

Founded 1938

⚕️ Healthcare Insurance

🔧 Hardware

📋 Description

• Answer incoming clinically related customer questions via phone, email or assigned requests in a timely and empathetic manner. • Support Omnipod portfolio new customer starts and conversion product training and troubleshooting needs through meeting virtually with customers. • Support clinical escalation calls through the call center, Medical Affairs teams, and clinical studies, to ensure first call resolution and minimize repeat product complaints and training needs. • Support Voice of the Customer initiative by engaging in outreaches to customers who have provided negative feedback or are requesting additional support on Omnipod products. • Maintain clinical certifications across all Omnipod products to demonstrate a thorough understanding to provide within scope, accurate information, when responding to customer inquiries or performing product training. • Demonstrate ability to navigate complex customer interactions using evidenced 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. • 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; assist HCP’s inquiring about more robust understanding of report interpretation and analyze HCP allegations against Omnipod products. • Work with Learning and Development team to support content creation for new product launches and ongoing upskilling for product support and customer care agents as part of the customer experience organization. • Utilize data management platforms to validate customers complaints and relay findings to Global Product Monitoring, patient safety, and engineering teams to reduce risk. • Support customer retention using data obtained from data science teams, through proactive and reactive outreaches via phone, email, and virtually. • Work as liaison between sales/field teams and the customer to engage in ongoing clinical support related to product complaints, training on Omnipod portfolio, HCP interactions and product related questions. • Provide on-demand product training to non-patient facing teams across the organization to ensure adequate understanding of diabetes disease state and product functionality. • Engage in data initiatives to enhance efficiencies and business processes within the team. • Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels. • Maintain compliance with HIPAA and other regulating bodies as required. • Ability to perform administrative duties on a timely basis.

🎯 Requirements

• Bachelor’s degree • Professional up-to-date credentials and/or certifications are mandatory: i.e., Certified Diabetes Care and Education Specialist (CDCES), Registered Dietitian (RD), or Registered Nurse (RN) • Must be able to maintain all required licensure for duration of employment. • Experience communicating with a wide range of audiences.