Clinical Retention Specialist (South Central - OK, MO, AR, NM, MS, TX, LA, AL)

Responsibilities

• Clinical Expertise & Education
• Applies foundational, evidence‑based diabetes management knowledge to support patient interactions and contribute to successful use of Omnipod therapy, following established guidelines and with appropriate guidance.
• Deliver personalized education and training to new and existing patients, and healthcare providers within the assigned region-via phone and virtual platforms.
• Provide proactive follow‑up, clinical consultation, recommendations, and troubleshooting to ensure sustained device adoption.
• Educate customers and HCPs on Omnipod data and reporting tools to promote informed clinical conversations and therapy optimization.
• Determines appropriate actions for routine and moderately complex scenarios and escalates issues that fall outside established guidelines
• Directly impacts customer satisfaction, therapy continuity, and retention outcomes within an assigned geographic territory.
• Maintain current clinical licensure, CDCES certification, and Omnipod product credentials to ensure compliant, accurate guidance.
• Customer & Healthcare Provider Engagement / Retention (Sales‑Based)
• Serves as a clinical retention contact for an assigned geographic territory, supporting customer retention efforts and contributing to sustained adoption of Omnipod therapy through consistent engagement and use of established processes and guidance
• Supports delivery of business results across the assigned region by executing plans, engaging stakeholders, and monitoring performance using established processes and guidance.
• Conduct proactive outreach to assess satisfaction, reinforce product value, and resolve concerns, aligning outreach timing with regional time zones and access considerations.
• Utilize clinical retention selling techniques to influence continued Omnipod use through education, confidence‑building, and outcome‑focused discussions.
• Identify early indicators of disengagement or churn through data assessment and analytics in partnership with the data science teams and collaborate with Customer Success teams to deploy targeted, regionally informed save strategies.
• Identifies and assesses common barriers to therapy continuation (clinical, behavioral, logistical, and access‑related), including geographic differences, and applies standard approaches to support practical, patient‑centered solutions with moderate guidance.
• Develop a working knowledge of the regional healthcare landscape, including key health systems, diabetes centers, referral patterns, and payer considerations that may impact therapy continuation.
• Partner with healthcare providers within the assigned geography to align education with treatment plans and reinforce long‑term therapy adoption
• Share compelling patient success stories and regional clinical insights during retention conversations to reinforce the value of Omnipod solutions.
• Cross‑Functional Collaboration
• Collaborate closely with Clinical Services Managers, regional field teams, and sales leadership to coordinate territory based retention efforts and ensure a seamless, unified customer experience.
• Partner with Customer Success, Customer Care Retention, Commercial, Marketing, Data Insights, and Voice of the Customer teams to enhance regional engagement strategies and workflows.
• Identify and communicate regional trends, risks, and opportunities related to customer engagement, access, and outcomes to inform cross functional strategy.
• Contribute to the development of educational tools, customer journeys, and targeted retention campaigns informed by geographic and population specific insights.
• Support clinicians and customers with clinical software and

Benefits

Additional Information

Job Summary Ready to take the next step in your career? As a Clinical Retention Specialist for the South Central region, you'll work on high-impact initiatives, partner with cross-functional teams, and help scale one of the most exciting growth phases in our company's history. The Clinical Retention Specialist is a clinically driven retention role focused on strengthening long‑term adoption of Omnipod® products and improving health and quality‑of‑life outcomes for people living with diabetes. This position blends deep clinical expertise, consultative selling, and relationship management to retain customers through high‑impact education, proactive issue resolution, and personalized clinical support. The ideal candidate is a dynamic, results‑oriented clinical educator who thrives in a fast‑paced, high‑volume phone/virtual environment and partners closely with internal teams and healthcare providers. Through value‑driven clinical conversations, this role reinforces confidence in Omnipod therapy and proactively addresses barriers to long‑term use. Operates as an individual contributor without formal people management responsibility. Requires independent judgment in managing day‑to‑day customer interactions, prioritizing outreach, and delivering clinical education within defined parameters.

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