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

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.

Key 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.

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