Product Specialist - bilingual in Spanish/English

Job Summary

Bilingual Clinical Product Specialist delivering phone-based clinical support to patients with Type 1 and Type 2 diabetes. Educates users on Omnipod products, resolves technical and clinical inquiries, interprets diabetes data, and supports therapy adoption. Ensures strong customer experience, retention, and compliance through empathetic communication and evidence-based guidance.

Responsibilities

Answer incoming and outbound clinically related customer questions via phone in an empathetic manner.

Support Omnipod portfolio customers who have completed onboarding or training to ensure first‑call resolution and retention.

Maintain clinical knowledge through provided learnings and trainings, and provide accurate information within scope while responding to customer inquiries.

Navigate complex customer interactions using evidence‑based clinical knowledge and assessment, promoting the benefits of insulin pump therapy and explaining operation and use to existing and new customers.

Competently review and educate on diabetes data management reports within data management platforms or Omnipod products to gather insights and assist customers in HCP conversations and follow‑up.

Follow standardized workflows, fully documenting all customer interactions in a 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.

Qualifications

• Bachelor's degree in a clinical field of study.
• 2‑3 years of experience working in a clinical setting with patients (experience with Type1 and Type2 diabetes preferred).
• Bilingual proficiency in English and Spanish (required).
• Experience communicating with a wide range of audiences.
• Excellent customer service skills.
• Strong interpersonal communications, both oral and written.
• Self‑starter who needs minimal direction, extremely flexible, good business acumen, and process‑oriented.
• Proficiency with computers, including Microsoft Suite and Salesforce.
• Experience working with insulin pumps and continuous glucose monitoring systems (a plus).
• Prior industry/commercial experience (preferred).
• Experience with virtual or phone‑based clinical support or other relevant environments (a plus).
• Experience providing assessment and troubleshooting via phone (preferred).

Physical Requirements

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

Additional Information

This position requires in‑person, office work. Holiday, evening, and/or weekend coverage may be necessary.

Location

Onsite. Eligible for Hybrid Work.

Equal Opportunity Employer Statement

Insulet Corporation is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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