Specialist: Full-Time and Part-Time (Guadalajara)

Job Title

Clinical Product Specialist Level 1, Bilingual

Company Overview

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.

Position Summary

The Clinical Product Specialist Level 1, Bilingual role provides best‑in‑class clinically focused customer education and support via phone to assist in all points of the customer journey, including onboarding, troubleshooting, and retention for Omnipod portfolio products used by patients with Type1 and Type2 diabetes.

Responsibilities

• Answer incoming and outbound clinically related customer questions via phone in an empathetic manner.
• Support all Omnipod portfolio customers who have completed onboarding or training to ensure first‑call resolution and retention.
• Maintain clinical knowledge through provided learnings and training to demonstrate a thorough product understanding and provide accurate information within scope.
• Navigate complex customer interactions using evidenced‑based clinical knowledge and assessment to promote the benefits of insulin pump therapy and explain product operation and use to existing and new customers.
• Competently review and educate on diabetes data management reports within data management platforms and Omnipod products to gather insights and assist customers in HCP conversations and follow‑up.
• Follow standardized workflows as defined by the organization, fully documenting all customer interactions in the Customer Relationship Management system and meeting departmental service levels and KPIs.
• Maintain compliance with HIPAA and other regulatory bodies as required.
• Perform administrative duties on a timely basis.

Education & Experience

• Bachelor's degree in a clinical field of study.
• 2‑3 years of experience working in a clinical setting with patients; experience with patients with Type1 and Type2 diabetes preferred.
• Proficient in both English and Spanish.
• Experience communicating with a wide range of audiences.
• Excellent customer service skills.
• Strong interpersonal communication, both oral and written.
• Self‑starter who needs minimal direction; extremely adaptable, with good business acumen.
• Process‑oriented and willing to take on new tasks.
• Proficiency with computers, including Microsoft Suite and Salesforce.

Preferred Skills & Competencies

• Experience working with insulin pumps and continuous glucose monitoring systems.
• Prior industry or commercial experience.
• Experience with virtual or phone‑based clinical support.
• Experience providing assessment and troubleshooting via phone.

Physical Requirements

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity needed for using a calculator and computer keyboard.

Additional Information

• Position requires onsite, in‑person office work.
• Holiday, evening, and/or weekend coverage may be necessary.

Location

Onsite