Patient Support Team Manager

Job title:

Patient Support Team Manager

Company:

Convatec

Job description

About usPioneering 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 10,000 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 at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s 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 http://www.convatecgroup.comWe 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 What’s Right.At Convatec, we’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We’re aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as an Patient Support Team Lead and you’ll 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 Convatec’s 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 communicationYour 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 journeyDefine and monitor the KPI’s accordinglyEnsure valuable interactions with patients by exploiting Convatec selling model.Train, coach, support and monitor the performance of the teamDefine 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 productsWork 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 planReshape 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 guidelinesKey Requirements:Outstanding analytical skills, with an advanced level of proficiency in ExcelExtensive background of a minimum of 10 years in a call center, customer service, or patient support program environmentPrior experience in a leadership role (minimum 3 years)Strong communication skills in both Italian and English, both spoken and writtenExceptional mentoring and teamwork abilitiesResilient and focused on achieving goalsQualifications/EducationUniversity degreePrincipal ContactsInternal: Digital marketing specialist, Me+ brand manager, Area Managers, Customer ServiceExternal: Patients, HCPsTravel RequirementsThe position doesn’t involve travel. Participation on sales convention and patients’ events is occasionally required.LanguagesItalian (Speaking, Writing and Reading)English (Speaking, Writing and Reading)Working conditionsHybrid working – 2 days per week in the office in Rome driven by business requirements as Convatec has a flexible approach to office working.Our transformation will change your career. For good. You’ll be pushed to think bigger and aim for excellence. Your ideas will be heard, and you’ll be supported to bring them to life. There’ll 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 that’ll move you.#LI-MO1#LI-HybridBeware of scams online or from individuals claiming to represent ConvatecA 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 you’re unsure, please contact us at .Equal opportunitiesConvatec 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 RepresentativesConvatec 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!

Expected salary

Location

Roma

Job date

Fri, 04 Apr 2025 07:43:07 GMT

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