Senior Director, Regulatory Affairs
eGenesis, Inc.
Clinical Product Specialist
Diabetes Youth Families
full-time
Posted on:
Origin: • 🇺🇸 United States • Massachusetts
Visit company websiteSalary
💰 $77,325 - $115,988 per year
Job Level
JuniorMid-Level
About the role
- Work cross functionally with Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Research & Development, and Customer Care teams
- Provide customer education and support via phone and email across all points of the customer journey, from onboarding to sustaining customers on product
- Provide technical, educational, operational and sales support to customers
- Support ongoing learning and development needs of Product Support teams
- Answer incoming customer questions via phone, email or assigned tasks in a timely and empathetic manner
- Support product training and troubleshooting needs by meeting virtually with customers as needed
- Handle customer contacts requiring deep clinical knowledge including medical event occurrences, customer onboarding and ongoing product use, Personal Diabetes Manager (PDM) settings, and product conversion
- Assess the training and education needs of customers to provide individualized clinical guidance and recommendations
- Follow standardized workflows and fully document all customer interactions in CRM and meet departmental service levels
- Maintain a thorough understanding of Insulet products and explain operation and use to customers
- Proactively reach out to manage customer relationships and retain customers on product
- Promote the benefits of insulin pump therapy and offer continuous education to customers
- Provide on-call support as needed
- Collaborate with Post-Market, Quality Systems, Clinical Field team, and cross-functional teams to ensure patient success and timely reporting
- Assign patient trainings to Certified Pump Trainers (CPTs) or conduct customer training over phone, virtually and email
- Perform administrative duties, participate in regular team and cross-functional meetings, and other duties as assigned
Requirements
- Bachelor’s degree
- Minimum of 2 years’ experience training and/or managing insulin pump patients
- 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)
- Current Certified Diabetes Care and Education Specialist certification required
- State licensure is mandatory as required
- Must be able to maintain all required licensure for duration of employment
- Experience communicating with a wide range of audiences
- Prior industry/commercial experience strongly preferred
- Experience in a contact center or other relevant environment preferred
- Experience providing assessment and troubleshooting via phone, virtual platforms, and email preferred
- Professional and polished presentation skills
- Excellent customer service skills
- Strong interpersonal communications, both oral and written
- Self-starter who needs minimal direction; extremely flexible, with good business acumen
- Process-oriented and willing to take on new tasks
- Proficiency with computers, including Microsoft Suite and Salesforce
- Ability to perform administrative duties and turn in on a timely basis
- Physical Requirements: Requires sitting and standing associated with a normal office environment; manual dexterity needed for using a calculator and computer keyboard
