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

Responsibilities

• Advanced Clinical Expertise & Education
• Act as an expert clinical resource for complex diabetes management scenarios requiring advanced judgment and intervention, escalated by the Clinical Retention Specialist I.
• Apply evidence-based diabetes management principles to guide patients and healthcare providers through nuanced Omnipod therapy challenges.
• Deliver advanced, personalized clinical education and training via phone and virtual platforms.
• Provide proactive follow-up, consultation, troubleshooting, and escalation support to enable sustained device adoption.
• Interpret and educate on Omnipod data and reporting tools to support informed clinical decision-making.
• Maintain all required clinical licensure, CDCES certification, and Omnipod credentials while consistently demonstrating clinical excellence and compliance.
• Customer & Healthcare Provider Engagement / Retention
• Manage clinical retention quotas assigned for a defined geographic region, including complex and at-risk customer scenarios.
• Execute established retention strategies while tailoring engagement approaches to individual patient and regional needs.
• Conduct high-impact inbound and outbound interactions to assess satisfaction, reinforce product value, and remove barriers to continued use.
• Apply consultative, clinically grounded retention techniques to strengthen confidence and long-term adherence.
• Identify early indicators of disengagement and partner cross-functionally to support timely, targeted interventions.
• Assess and address multidimensional barriers to therapy continuation (clinical, behavioral, psychosocial, logistical, or access-related).
• Build and maintain strong working relationships with healthcare providers to align education with treatment plans and support continuity of care.
• Develop and apply understanding of regional healthcare dynamics, including payer and access considerations influencing retention.
• Regional Contribution & Cross-Functional Partnership
• Serve as a key clinical contributor for the assigned geography, ensuring a consistent and high-quality retention experience.
• Partner closely with Clinical Teams, Customer Success, and Commercial teams to align on customer needs and retention priorities.
• Surface regional insights, trends, and risks to inform continuous improvement of retention programs and workflows.
• Contribute frontline perspective to enhance enterprise tools, resources, and engagement strategies.
• Knowledge Sharing & Informal Mentorship
• Provide guidance and support to Clinical Retention Specialist I on complex clinical cases and retention scenarios.
• Share best practices, tools, and clinical insights to promote consistency and effectiveness across the team.
• Participate in onboarding support activities such as call shadowing or case discussions as needed.
• Contribute to team learning through knowledge sharing and participation in clinical or retention-focused discussions.
• Mentor 1-2 new Clinical Retention Specialists annually, supporting onboarding through call shadowing, case reviews, and workflow coaching during the first 60-90 days
• Data Analysis & Documentation
• Maintain accurate, thorough documentation of all customer interactions and interventions in Salesforce.
• Analyze customer engagement data, usage patterns, and retention metrics to identify risks and opportunities.
• Apply insights to adjust engagement approaches and improve individual performance and customer outcomes.
• Support data-driven initiatives aimed at enhancing retention effectiveness.
• Role Scope & Decision Making
• Operates independently within established clinical and retention frameworks.
• Exercises advanced clinical and situational judgment across complex scenarios.
• Manages high-risk and escalated cases with minimal oversight.
• Influences outcomes, customer experience

Benefits

Additional Information

Job Summary Ready to take the next step in your career? As a Sr. 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 Senior Clinical Retention Specialist is focused on driving long-term adoption of Omnipod® products and improving health and quality-of-life outcomes for people living with diabetes within an assigned geographic region. This role combines advanced clinical expertise, consultative retention engagement, and regional accountability to deliver high-impact education, proactive risk mitigation, and personalized clinical support. The ideal candidate is a highly experienced, results-oriented clinical educator who thrives in a fast-paced, high-volume phone and virtual environment. Operating with a high degree of autonomy, the Senior Clinical Retention Specialist independently manages complex clinical and retention scenarios, serves as a trusted clinical expert within their region, and contributes to elevating team capability through mentorship and knowledge sharing.

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