Clinical Customer Engagement Specialist

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.

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

Skills

• Bachelor's degree in Human Nutrition or similar
• Registered Dietitian
• 1+ years of clinical or related experience
• In-depth knowledge of human nutrition and diseases with focus on pediatrics
• Knowledge of technical customer service skills
• Knowledge of social media and ability to navigate within the platforms
• Basic Microsoft Office software knowledge (e.g. Excel, PowerPoint, Word)
• Exceptional communication skills, verbally and written
• Ability to diffuse difficult situations and meet customer needs
• Ability to analyze data and recognize complaint trends that may pose potential risk to the business
• Ability to translate clinical/product information for clinicians, patients and families
• Ability to probe and ask questions to understand customer concerns
• Ability to empathize and care for the customer in a genuine manner
• Ability to interact with a diverse group of individuals, ranging from healthcare professionals to patients and families
• Ability to work cross-functionally and at all levels of the organization
• 5% travel to conferences and other medical and consumer events (1 or 2 per year) is required

Benefits

• Medical
• Dental
• Vision
• Prescription Drug Coverage
• 401k Plan
• Wellness Program
• Life Insurance
• Tuition Reimbursement
• Flexible Time Off
• Paid Parental Bonding Leave

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