At Convatec, our search for better is changing the lives of the people we support every day. Through our me+ Patient Support Program, we support patients across our Ostomy and Continence Care portfolio, providing personalized education, resources, and ongoing guidance to people living with a stoma or using intermittent catheters, empowering them to live with confidence and independence.
Customer Care Representative - me+ Patient Support Program
We are looking for a motivated, compassionate, and customer-focused individual to join our me+ Patient Support Team as a Customer Care Representative.
The me+ team plays a vital role in supporting both patients and healthcare professionals throughout the care journey. From product sampling and product-related support to connecting patients with additional support services, our focus is on ensuring patients feel informed, supported, and empowered as they navigate life with a stoma or continence condition.
This is a rewarding opportunity to make a genuine difference in people's lives while working with a dynamic, positive, and highly collaborative team. We pride ourselves on creating a supportive environment where teamwork, continuous learning, and patient care are at the heart of everything we do.
Key Responsibilities
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Manage inbound calls, emails, and web enquiries from healthcare professionals, patients, distributors, and Convatec employees.
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Provide product information, usage guidance, and coordinate product sampling requests.
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Conduct outbound follow-up calls with patients as part of the me+ Patient Support Program to provide ongoing support and enhance the patient care journey.
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Coordinate discharge kits and product samples in collaboration with Stomal Therapy Nurses, Continence Nurses, Medical Sales Specialists, and patients.
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Accurately create and maintain cases and fulfilment requests within the Customer Interaction Centre (CIC) CRM system.
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Maintain accurate and usable patient and clinical data in accordance with company guidelines and privacy requirements.
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Provide support to the Sales and Marketing teams as required.
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Contribute to continuous improvement initiatives that enhance the patient and customer experience.
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Work towards achieving individual and team KPIs and performance objectives.
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Ensure compliance with all company policies, procedures, and quality requirements.
To Be Successful, You Will Have
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Previous experience in customer service, patient support, outbound calling, sales support, or a similar customer-focused role.
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A genuine passion for helping people and delivering exceptional customer experiences.
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Strong communication skills with the ability to build trusting and professional relationships with patients, healthcare professionals, and colleagues.
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The ability to demonstrate empathy and professionalism when supporting people navigating life-changing health conditions.
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Excellent organisational and time management skills with the ability to manage competing priorities.
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A proactive approach with strong initiative and a willingness to take ownership of issues through to resolution.
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High attention to detail and commitment to maintaining accurate records.
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The ability to remain calm, professional, and resilient in a fast-paced environment.
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Strong problem-solving and decision-making skills.
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Experience working with CRM systems or databases would be advantageous.
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Intermediate Microsoft Office skills, including Outlook, Word, Excel, and PowerPoint.
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A desire to continually learn about our products, the healthcare environment, and evolving standards of care.
Our Ideal Team Member
We are looking for someone who:
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Demonstrates positivity, energy, and resilience.
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Enjoys working as part of a collaborative and supportive team.
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Builds trust through ethical, respectful, and consistent behaviour.
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Takes pride in delivering outstanding service and support.
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Embraces change and continuous improvement.
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Contributes to a culture of openness, teamwork, and shared success.
Qualifications
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Nursing qualifications or healthcare experience are highly regarded but not essential.
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Experience supporting patients or healthcare professionals will be viewed favourably.
At Convatec, you will have the opportunity to make a meaningful difference in the lives of patients every day. As part of the me+ team, you will work alongside passionate colleagues who genuinely care about the people we support and each other. Together, we help patients adapt, thrive, and live life with confidence.
These include
Flexible working arrangements,
Ongoing learning and development opportunities
Competitive remuneration
Access to health and wellbeing programs
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.
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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.
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!
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 over 10,000 colleagues, we provide 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, treatment for hard to heal wounds, at-risk skin and ulcerated tissue to supporting debilitating conditions, improved patient outcomes and reduced care costs. Convatec's revenues in 2025 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.
