Diabetes Care Specialist / Bilingual

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 Summary:

The Diabetes Care Specialist role will provide best in class clinically focused customer education and support via phone to assist in all points of the customer journey, to include onboarding, troubleshooting, and retaining customers on the Omnipod portfolio of products for both patients with Type 1 and Type 2 diabetes.

Responsibilities:

1. Answer incoming clinically related customer questions via phone in an empathetic manner.
2. Support all Omnipod portfolio customers who have recently completed onboarding or training to ensure first call resolution and retention.
3. Maintain clinical knowledge through provided learnings and trainings, to demonstrate a thorough product understanding and to provide within scope, accurate information, when responding to customer inquiries.
4. Demonstrate ability to navigate complex customer interactions using evidenced based clinical knowledge and assessment, to promote the benefits of insulin pump therapy and explain the operation and use to existing and new customers.
5. 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.
6. Follow standardized workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels and KPIs.
7. Maintain compliance with HIPAA and other regulating bodies as required.
8. Ability to perform administrative duties on a timely basis.

Education & Experience:

Minimum Requirements:

1. Experience providing assessment and troubleshooting via phone support.
2. Bilingual skills, being proficient in both English and Spanish, required.
3. Experience communicating with a wide range of audiences.
4. Excellent customer service skills.
5. Strong interpersonal communications, both oral and written.
6. Self-starter who needs minimal direction; extremely flexible, with good business acumen.
7. Process-oriented and willing to take on new tasks.
8. Proficiency with computers, including Microsoft Suite and Salesforce.

Preferred Skills & Competencies:

1. 1-2 years’ experience working with patients with Type 1 and Type 2 diabetes in a clinical setting preferred; clinical degree or some clinical college focus, preferred.
2. Professional certifications (i.e. Medical Assistant, Pharmacy Tech, Home Health Aide, EMT, Nurse Tech, etc.), preferred.
3. Experience working with insulin pumps and continuous glucose monitoring systems, a plus.
4. Prior industry/commercial experience, preferred.
5. Experience with virtual or phone based clinical support or other relevant environment, a plus.
6. Experience working in a call center environment, preferred.

Physical Requirements:

1. Requires sitting and standing associated with a normal office environment.
2. Manual dexterity is needed for using a calculator and computer keyboard.

Additional Information:

1. This position requires in person, office work.
2. Holiday, evening, and/or weekend coverage may be necessary.

Location:

Onsite