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

 

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

 

Working closely with Ostomy Service Representatives (OSRs), Sales teams, and hospital stakeholders, the Patient Experience Lead is responsible for building and managing a scalable patient acquisition and engagement program for the Ostomy franchise, transitioning patients from hospitals into Convatec’s Patient Support ecosystem. The aim of the program is to support patients with consultation support, education and engagement, which are delivered through various touchpoints including a multilingual tele-calling team. This role is also responsible in implementing Convatec’s me+ program in the future.

Key duties and responsibilities

Patient Acquisition & Onboarding

• Design and execute a structured patient onboarding pathway from hospitals to Convatec’s tele-support ecosystem

• Work closely with OSRs and Sales teams to identify, onboard, and transition new ostomy patients from target hospitals

• Develop standardized patient enrolment processes, consent workflows, and data capture mechanisms in line with compliance requirements

• Track and optimize patient funnel metrics (identified → onboarded → engaged → retained)

• Align with Global stakeholders to ensure the program algin’s with me+ program

Tele calling Centre Setup & Management

• Establish and operationalize a tele-calling Centre for Ostomy patient support

• Coordinate with 3rd party to recruit, train, and manage a tele-caller team with regional language capabilities to support patients across India

• Define call scripts, escalation pathways, consultation workflows, and service-level standards

• Ensure high-quality patient interactions covering education, product usage support, and ongoing engagement

• Implement basic CRM / tracking mechanisms to monitor call outcomes, patient satisfaction, and follow-ups

• On boarding past patient data from distributors to bring in a common platform for patients on Convatec Ostomy solutions

Business Growth & ROI Ownership

• Own the optimization of the patient support and tele calling model

• Drive product stickiness through improved patient retention, product continuity, and therapy adherence

• Regularly review cost-to-serve and optimize operations to maximize efficiency

Sales & Cross-Functional Collaboration

• Work in close partnership with Sales and ProfEd to align patient onboarding efforts with hospital and account priorities

• Insights on patient behaviour, attrition risks, and growth opportunities

• Collaborate with Marketing, ProfEd, OSRs to ensure consistent and compliant patient communication

• Act as the single point of ownership for patient-related initiatives within the Ostomy franchise

Team Leadership & Capability Building

• Drive a culture of accountability, productivity, and outcomes

• Develop clear KPIs, dashboards, and review mechanisms for the OSRs (NAS-new patient onboarding) & tele calling team

• Coach team members to deliver empathetic, compliant, and high-quality patient interactions

Governance, Compliance & Reporting

• Ensure all patient interactions comply with Convatec policies, local regulations, and ethical standards

• Maintain accurate documentation related to patient enrolment, support interactions, and outcomes

• Provide regular reporting on patient numbers, engagement metrics

• Identify risks, gaps, and improvement opportunities and proactively address them

Skills & Experience:

• Strong ability to build and scale process-driven, resource-efficient operating models

• Demonstrated experience in patient services, call centre operations, customer engagement, or care programs

• Strong commercial acumen with the ability to link patient initiatives and excellence

• Excellent stakeholder management skills, especially with Sales and field teams

• Ability to work effectively in ambiguity and build systems from scratch

• Strong people leadership, coaching, and performance management skills

• High ownership mindset with strong ethical judgment and patient-first orientation

Qualifications/Education:

• Bachelor’s degree required; healthcare, life sciences, or management background preferred

• 8–10 years of experience in patient services, healthcare operations, customer engagement, or commercial roles

• Prior experience in medical devices, pharma, homecare, or patient support programs is highly desirable

• Exposure to call centre setup or management will be a strong advantage

 

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.

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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 you’re unsure, please contact us at [email protected].

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.

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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!