Patient Support Team Manager, Ostomy Care

Rome - Italy

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

About Convatec

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 more than 10000 colleagues we provide our products and services in around 90 countries united by a promise to be forever caring. Our solutions provide a range of benefits from infection prevention and protection of at-risk skin to improved patient outcomes and reduced care costs. Convatecs revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit

About the role:

The Patient Support Team Manager leads and oversees a team dedicated to supporting ostomate patients throughout their entire journeyfrom hospital discharge to full management of their condition. This team provides guidance on device selection supports patients using Convatec products and engages with patients dissatisfied with competitor solutions.
Your mission will be to deliver exceptional patient experiences optimize processes and drive data-driven decisions that shape the future of care.

Key Duties & Responsibilities:

1. Patient Engagement & Service Excellence

Ensure timely and appropriate contact with patients aligned with their stage in the journey.
Define and monitor KPIs for contact frequency coverage and quality of interactions.
Drive valuable patient interactions using Convatecs selling model.

2. Team Leadership & Development

Train coach and support team members to deliver high-quality empathetic and effective interactions.
Develop and implement a comprehensive training plan focused on service pillars selling skills stomacare and product knowledge.
Monitor team performance and provide continuous feedback for improvement.

3. Process Optimization & Collaboration

Collaborate with Marketing to enhance lead generation and develop engaging content aligned with the CIC service and marketing plans.
Continuously review and optimize processes to ensure efficiency and effectiveness using existing systems (MSD TalkDesk ShowPad).
Work closely with global teams to maintain alignment with global standards and guidelines.

Key Requirements:

Experience:

Minimum 10 years in call center customer service or patient support programs.
At least 3 years in a managerial role.

Skills:

Strong analytical skills including the ability to:
Analyze KPIs and performance data to identify trends and insights.
Present data clearly and draw actionable conclusions.
Forecast results and anticipate business needs.
Perform SWOT analyses to support strategic decisions.
Reorganize teams and processes based on data-driven insights.
Advanced Excel proficiency.
Excellent communication skills in Italian and English (verbal and written).
Strong coaching ability and team leadership skills.
Resilient goal-oriented and collaborative mindset.

Education: University degree required.

Languages:

Speaking/Writing: Italian and English (mandatory).

Working Conditions:

Hybrid model: 2 days per week in the office (flexible based on business needs).

What youll get:
Hybrid role based in Rome
Competitive salary bonus
Training & developmentopportunities
Collaborative supportive culture

Ready to join us
At Convatec were pioneering trusted medical solutions to improve the lives we touch. If youreready to make a real impact apply today and help us bring our Forever Caring promise to life.

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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

About ConvatecPioneering 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. ...