Diabetes Product Support Supervisor

Job Summary

This position reports to the Manager, Clinical Product Support and supervises the day-to-day operations of the Insulet Corporation Clinical Product Specialists (CPS). This position will be responsible for resolving escalated customer contacts, managing existing and new processes, and discovering and implementing continuous improvement opportunities through the analysis of data and project management.

Position Overview:

This position reports to the Manager, Clinical Product Support and supervises the day-to-day operations of the Insulet Corporation Clinical Product Specialists (CPS). This position will be responsible for resolving escalated customer contacts, managing existing and new processes, and discovering and implementing continuous improvement opportunities through the analysis of data and project management.

This position interacts with Insulet Product Support Tier I and II agents, Learning and Development, and other cross functional business partners. The ideal candidate must have strong customer service drive, understanding and knowledge of call center operations, computer skills, coordination, planning and be able to work effectively in a key cross-functional role within Insulet Corporation and across external business partners.

The Clinical Product Specialists (CPS) work cross functionally with other departments across the organization including Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Research & Development, and Customer Care teams to provide customer education and support via phone and email to assist all points of the customer journey, from onboarding to sustaining customers on product. The Supervisor must also be able to provide technical, educational, and operational support to customers.

Supervisor Responsibilities:

Provides supervision to a team of Clinical Product Specialists – ensuring call handling and documentation meet regulatory requirements.

Supervise day-to-day operations for the Clinical Product Specialists team, serving as the main escalation point for any Customer questions or issues and managing processes related to the team.

Work with Clinical Product Support leadership team to define, manage and implement enhancements to processes and systems to refine the Clinical Product Support structure.

Ensures Clinical Product Specialist team is meeting goals and KPIs

Preparation of daily, weekly, monthly and quarterly reports.

Provides coaching and feedback in accordance with department and company goals.

Participates in the onboarding development plans of new hires

Manages Clinical Product Support quality program, conducting quality audits and calibration of quality scoring with leadership team.

Handles the most complex Customer complaints and/or inquiries.

Provides hands-on support to the Clinical Product Specialists during high volume periods and as needed to ensure effective management of customer calls

Ensures adherence to Regulatory, Quality, Compliance, Finance and accreditation standards.

Responsible for coordinating and assisting with incentive plans and agent recognition

Participates in special projects.

Performs other duties as assigned.

Education and Experience:

Minimum Requirements

Clinical degree or clinical knowledge focus; experience working in a clinical/medical setting or business for 2-3 years, in the field of diabetes preferred

Bi-lingual English and Spanish proficiency

Previous supervisory experience

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, with good business acumen.

Process-oriented and willing to take on new tasks.

Proficiency with computers, including Microsoft Suite and Salesforce.

Preferred Skills and Competencies:

Knowledge of diabetes and experience working with people with diabetes and training and/or managing insulin pump patients

Professional up-to-date credentials and/or certifications: i.e. Registered Dietitian (RD), or Registered Nurse (RN), or Educador en Diabetes preferred

Call center experience[JK1.1] promoting industry best practices and standards including contact center metrics, workforce management, service quality management and knowledge management

Possesses strong leadership and people development skills

Team-player with the ability to lead a clinical team

Experience providing assessment and troubleshooting via phone, virtual platforms, and email 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, Hybrid Eligible

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!