The Clinical Customer Engagement Specialist serves as the frontline liaison supporting Nutricia sales teams, healthcare providers, suppliers, and patients in navigating Nutricia’s clinical support programs and field reimbursement. This role combines clinical expertise with customer engagement excellence to ensure timely and compassionate support through Nutricia Navigator, Patient Engagement Solutions, Healthcare Provider and Supplier collaboration. This role functions as part of the Reimbursement Coverage & Customer Engagement team within Business Operations, providing front-line case support that bridges clinical expertise with field payor and supplier coordination. This is a REMOTE role!

Essential Functions:

Clinical Excellence & Technical Support

• 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).

Navigator & Reimbursement Support

• 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.

Operation & Cross-Functional Collaboration

• 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.

The salary range for this position is $81k-117k USD. The exact salary offered will depend on several factors, including the candidate’s relevant experience, geographic location, internal equity, and market conditions.  Danone North America additionally offers a performance-based bonus and has a strong benefits package including Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition Reimbursement, Flexible Time Off, and Paid Parental Bonding Leave, among other benefit plan options. To give our employees flexibility, Danone is a hybrid work environment.

• 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.

Danone U.S. is part of Danone North America, a purpose-driven company and an industry leader in the food and beverage category. You’ll work with some of the best-known food and beverage brands in the world. Our strong portfolio of brands includes: Activia®, DanActive®, Danimals®, Dannon®, evian®, Follow Your Heart®, Happy Family® Organics, International Delight®, Light + Fit®, Nutricia ®, Oikos®, Silk®, So Delicious® Dairy Free,  STōK® Cold Brew Coffee ®, Too Good & Co™, and YoCrunch®. 

With approximately 5,000 employees and 13 production locations across the U.S., Danone North America's mission is to bring health through food to as many people as possible. 

You’ll be part of one of the largest Certified B Corps™ in the world, working to make sure our company creates real value for people and the planet. Come join our movement for a healthier world: One Planet. One Health BY YOU.

Danone North America is proud to be an Equal Opportunity employer. It is our policy to give equal employment opportunities to all qualified persons without regard to legally protected characteristics, or any other consideration made unlawful by applicable federal, state/provincial and/or local law. For our EEO policy statement and your EEO rights under law click here.
 
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