Diabetes Training Specialist

Job Summary

The Clinical Product Training Specialist is a hands-on, on-the-ground trainer responsible for ensuring that newly hired Clinical Product Support team members are fully prepared to deliver high-quality, accurate, and empathetic phone support to customers using Omnipod® 5 and related diabetes management therapies.
Based in Guadalajara, this role sits within the Customer Support division and partners closely with Learning & Development, Clinical Leadership, and Quality teams. The specialist will lead onboarding training, coaching, and continuous development directly on the call center floor for any active class as staffing needs require it. The position works as an Individual Contributor, and its main focus is ensuring that team members can confidently handle real customer interactions. 

Position Overview

The Clinical Product Training Specialist is a hands-on, on-the-ground trainer responsible for ensuring that newly hired Clinical Product Support team members are fully prepared to deliver high-quality, accurate, and empathetic phone support to customers using Omnipod® 5 and related diabetes management therapies.
Based in Guadalajara, this role sits within the Customer Support division and partners closely with Learning & Development, Clinical Leadership, and Quality teams. The specialist will lead onboarding training, coaching, and continuous development directly on the call center floor for any active class as staffing needs require it. The position works as an Individual Contributor, and its main focus is ensuring that team members can confidently handle real customer interactions. 

This role focuses on equipping employees to support customers with:
•    Effective use of the insulin pump therapy [AD2.1]to manage glucose levels
•    Questions related to diabetes management and medications
•    Handling and documenting high and low glucose events
•    Providing appropriate guidance during potential medical situations, and following escalation protocols

The ideal candidate is passionate about developing people, improving customer outcomes, and bridging clinical knowledge with real-world customer interactions.

Key Responsibilities
Onboarding & Floor-Based Training
•    Deliver hands-on onboarding training for new hires in the Clinical Product Support team
•    Conduct live call simulations, side-by-side coaching, and real-time feedback
•    Support new employees during nesting periods, ensuring readiness for live customer interactions
•    Ensure agents can effectively handle calls involving: 
o    Omnipod® 5 use and troubleshooting
o    Glucose management best practices
o    Diabetes-related medications (non-prescriptive guidance)
o    Documentation of adverse events and medical escalations
 

Call Handling Excellence & Coaching
•    Regularly monitor and shadow live calls to identify coaching opportunities
•    Provide immediate, actionable feedback to improve communication, clinical accuracy, and customer experience
•    Reinforce call handling standards, empathy, and compliance requirements
•    Partner with team leads to close performance gaps quickly
Training Design & Delivery
•    Training Delivery to New Hire and existing employes as the role’s main responsibility.
•    Support the Instructional Design team in developing of training materials, job aids, scripts, and simulations
•    Deliver refresher training and continuous education sessions
Quality, Compliance & Documentation
•    Ensure team members are trained on accurate documentation practices, especially related to: 
o    Hyperglycemia and hypoglycemia events
o    Situations requiring medical attention
o    Adverse event reporting
•    Partner with Quality and Post-Market Surveillance teams to ensure training aligns with regulatory and safety standards

Training Needs & Continuous Improvement
•    Identify training gaps through: 
o    Call observations
o    Quality evaluations
o    Customer feedback
•    Provide recommendations to improve training effectiveness and operational performance
•    Track and report on training outcomes and readiness metrics
 

Cross-Functional Collaboration
•    Work closely with: 
o    L&D Manager (direct reporting)
o    Clinical Product Support Leadership
o    Quality & Compliance teams
o    Global training teams (as applicable)
•    Help align training with global standards while adapting to local needs

Education & Experience
•    Bachelor’s degree in a relevant field or equivalent experience
•    2–5 years of experience in: 
o    Clinical training, diabetes education, or medical device support
o    Customer support or call center environments (strongly preferred)
•    Professional credentials preferred: 
o    Registered Nurse (RN), Dietitian, or similar clinical background
•    Strong knowledge of: 
o    Diabetes as a disease state
o    Insulin therapy and insulin pump systems (CSII)

Required Skills & Competencies
•    Hands-on coaching mindset with the ability to work directly on the floor with agents
•    Strong communication skills (verbal and written) in customer-facing contexts
•    Ability to simplify complex clinical information into practical guidance
•    Proven experience in training, coaching, or mentoring employees
•    Strong organizational and execution skills
•    Ability to thrive in a fast-paced, high-volume call center environment
•    Strong attention to detail, especially in documentation and compliance

Preferred Skills
•    Experience in a clinical call center or product support environment
•    Certification such as CDCES (Certified Diabetes Care and Education Specialist)
•    Experience using Learning Management Systems (LMS)
•    Familiarity with call monitoring and quality frameworks
•    Strong proficiency in Microsoft Office tools

Key Behavioral Competencies
•    Customer-focused with strong empathy
•    Adaptable and flexible in dynamic environments
•    Analytical thinker with strong problem-solving skills
•    Proactive and self-driven
•    Ability to balance clinical accuracy with customer experience
•    Strong collaboration and relationship-building skills

Success in This Role Looks Like
•    New hires are confident and effective on calls quickly
•    Agents demonstrate strong clinical understanding and communication skills
•    Improved customer satisfaction and reduced escalation rates
•    High-quality and compliant documentation of medical-related events
•    Continuous improvement in team performance through coaching and training

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.