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Danone · 5 hours ago

Clinical Customer Engagement Specialist

United States

Full-time

Hybrid

Entry Level

$81K/yr - $117K/yr

1+ years exp

Danone is a purpose-driven company and an industry leader in the food and beverage category. The Clinical Customer Engagement Specialist serves as the frontline liaison supporting Nutricia sales teams, healthcare providers, suppliers, and patients, ensuring timely and compassionate support through various clinical support programs and reimbursement processes.

Consumer GoodsDairyFood and BeverageFood ProcessingHealth Care

Responsibilities

Respond to product and clinical inquiries from healthcare professionals, caregivers, and patients with accuracy and empathy

Provide accurate technical support for external requests regarding entire Nutricia product range (including healthcare professionals, caregivers, pharmacies and wholesalers) through phone, email, and internet. Contacts cover a range of topics relating to Nutricia products, e.g. nutrition information, general nutrition and feeding, customer concerns and/or issues

Provide education on Nutricia’s products, clinical indications, and clinical reimbursement processes

Respond to all product inquiries in a timely and efficient manner

Facilitate HCP outreach and engagement activities & special projects, as assigned

Develop medical/nutrition-related content through Nutricia digital platforms including social media portals. (e.g. blogs, Facebook)

Assist with educating Healthcare Providers on enteral nutrition benefit verification processes, clinical prior authorization guidance, and supplier coordination

Identify and escalate access barriers, collaborating with leadership to drive resolution

Track all Navigator case closures by disease categories to document payor barriers, cases outcomes, and referring insights for process improvement

Partner with the Clinical Customer Engagement Manager and Director on coverage trend identification and data feedback

Contribute to special projects supporting patient engagement, coverage optimization, and training initiatives

Maintain up-to-date knowledge of payer policy changes, product updates, and internal procedures

Coordinate efforts to ensure reported adverse reactions are handled according to internal processes

Prioritize and escalate complaints based upon extent of severity level. Log all complaints into global system. Coordinate follow up with quality assurance team at all supply points

Document and track all customer interactions and escalations in compliance with quality and regulatory standards

Qualification

Registered DietitianHuman Nutrition knowledgeClinical experienceTechnical customer serviceSocial media knowledgeMicrosoft OfficeEmpathyExceptional communicationCross-functional collaboration