Clinical Product Educator - Canada (Remote / Flexible)

Clinical Product Educator - Canada (Remote / Flexible)

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!

The Clinical Product Educator will predominantly provide clinical initiations to customers on the Omnipod insulin management system. This virtual role supports territories with high clinical demand to provide Pod therapy initiation through online platforms. The role will also support the customer care team to handle escalated customer cases.

This position is full time home-based role, initially working Monday to Friday however flexible hours may be required to meet customer demand e.g. weekday evenings and Saturdays.

This is a one-year fixed term contract.

Responsibilities

• Conduct customer training virtually for Personal Diabetes Manager (PDM) / Controller 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 communicate Pod start diary availability through online calendar tool.
• Assist customer care to case manage frequent flyer troubleshooting to optimize Pod Therapy.
• Support territories with high CSM clinical demand, recording training completion in Salesforce.
• Provide Field Feedback to Manager on field-based training of customers and HCPs.
• Perform administrative duties and turn them in on a timely basis.
• Perform other duties as assigned.
• Handle escalated customer care contacts that require a deeper knowledge and understanding of medical events, repeat product issues, 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 system and meet departmental service levels.
• Proactively reach out to help manage customer relationships.
• Promote the benefits of insulin pump therapy and offer continuous education to customers.
• Work in conjunction with Product Support, Clinical Business and Customer Care.

Education and Experience

Desired Skills and Competencies

Physical Requirements

Field

This position requires field-based working arrangements (travel within assigned territory required).

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