Patient Support Team Manager, Ostomy Care

Rhian_Convatec; Roma; Ibrido; EUR 30.000 - 50.000; Tempo pieno

Descrizione del lavoro

A global medical products company in Rome is seeking a Patient Support Team Manager to oversee a dedicated team helping ostomate patients manage their care journey. Candidates should have over 10 years of experience in customer service or call centers, with at least 3 years in management. The ideal candidate possesses strong analytical skills, is fluent in Italian and English, and excels in team leadership. This hybrid role offers a competitive salary and opportunities for training and development.

Servizi

Competitive salary + bonus

Training & development opportunities

Collaborative, supportive culture

Competenze

• Minimum 10 years in call centre, customer service, or patient support.
• At least 3 years in a managerial role.
• Speak and write in Italian and English.

Mansioni

• Lead and oversee the Patient Support Team.
• Ensure timely and appropriate contact with patients.
• Train and coach team members for effective engagements.
• Collaborate with Marketing to enhance lead generation.

Conoscenze

Strong analytical skills

Advanced Excel proficiency

Excellent communication skills in Italian and English

Resilient and goal-oriented mindset

Strong coaching ability

Team leadership skills

Formazione

University degree

Strumenti

MSD

TalkDesk

ShowPad

Descrizione del lavoro

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 10,000 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. Convatec’s revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit http://www.convatecgroup.com

About the role

The Patient Support Team Manager leads and oversees a team dedicated to supporting ostomate patients throughout their entire journey—from 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 Convatec’s 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 centre, customer service, or patient support programmes.
  • At least 3 years in a managerial role.
• Skills
  • Strong analytical skills, including the ability to:
  • Analyse 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.
  • Reorganise 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 you’ll get

• Hybrid role based in Rome.
• Competitive salary + bonus.
• Training & development opportunities.
• Collaborative, supportive culture.

Ready to join us?

At Convatec, we’re pioneering trusted medical solutions to improve the lives we touch. If you’re ready to make a real impact, apply today and help us bring our Forever Caring promise to life. [e-mail]

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, colour, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectionate or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.