Patient Support Team Manager
Patient Support Team Manager
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Job Description
Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company focused on solutions for the management of chronic conditions with leading positions in advanced wound care ostomy care continence care and infusion care. With around 10000 colleagues we provide our products and services in almost 100 countries united by a promise to be forever caring. Our solutions provide a range of benefits from infection prevention and protection of atrisk skin to improved patient outcomes and reduced care costs. Convatecs revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec please visit
We are guided by our five core values that shape the way we work every day: Improve Care Deliver Results Grow Together Own It and Do Whats Right.
At Convatec were transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. Were aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as an Patient Support Team Lead and youll do the same.
About the role:
The Patient Support Team Manager oversees supervises and guides a team that engages with ostomate patients over the phone to assist them throughout their entire journey: from discharge to the complete management of their new condition.
The team interacts with recently operated patients to assist them in selecting the appropriate device patients utilizing Convatec products while adapting to their new condition that need to be retained and patients of competitors who are not completely satisfied with their choice. The Inside Sales Manager sustains and manages Convatecs patient database.
The Patient Support Team Manager is responsible for leading a team ensuring daily engagement aligns with the established KPIs and managing the Patients database to guarantee the correct coverage and frequency of communication
Your Key Duties and Responsibilities:
Ensure the right time for contact the right frequency of contact and coverage of patients in Database according to patients stage in their journey
Define and monitor the KPIs accordingly
Ensure valuable interactions with patients by exploiting Convatec selling model.
Train coach support and monitor the performance of the team
Define a training plan for the team to deliver high quality and efficient interaction with patients with a focus on update of service pillars selling skills stoma care and products
Work with the marketing team to ensure continuous improvement of lead generation and to develop new and updated contents for the service the CIC delivers and to grant consistency with the marketing activity plan
Reshape existing process if needed to ensure efficiency and effectiveness of the team with the systems in place (MSD TalkDesk ShowPad)
Work with the global team to ensure consistency with global standards and guidelines
Key Requirements:
Outstanding analytical skills with an advanced level of proficiency in Excel
Extensive background of a minimum of 10 years in a call center customer service or patient support program environment
Prior experience in a leadership role (minimum 3 years)
Strong communication skills in both Italian and English both spoken and written
Exceptional mentoring and teamwork abilities
Resilient and focused on achieving goals
Qualifications/Education
University degree
Principal Contacts
Internal: Digital marketing specialist Me brand manager Area Managers Customer Service
External: Patients HCPs
Travel Requirements
The position doesnt involve travel. Participation on sales convention and patients events is occasionally required.
Languages
Italian (Speaking Writing and Reading)
English (Speaking Writing and Reading)
Working conditions
Hybrid working 2 days per week in the office in Rome driven by business requirements as Convatec has a flexible approach to office working.
Ourtransformationwill change your career. For good. Youll be pushed to think bigger and aim for excellence. Your ideas will be heard and youll be supported to bring them to life. Therell be challenges. But stretch yourself and embrace the opportunities and you could make your biggest impact yet. This is stepping outside of your comfort zone. This is work thatll move you.
#LIMO1
#LIHybrid
Beware of scams online or from individuals claiming to represent Convatec
A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.
If you receive a suspicious approach over social media text message email or phone call about recruitment at Convatec do not disclose any personal information or pay any fees whatsoever. If youre unsure please contact us at .
Equal opportunities
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race religion creed color national origin nationality citizenship ancestry sex age marital status physical or mental disability affectional or sexual orientation gender identity military or veteran status genetic predisposing characteristics or any other basis prohibited by law.
Notice to Agency and Search Firm Representatives
Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
Already a Convatec employee
If you are an active employee at Convatec please do not apply here. Go to the Career Worklet on your Workday home page and View Convatec Internal Career Site Find Jobs. Thank you!
Required Experience:
Manager
Employment Type
Full-Time
