Ostomy Client Specialist - Audit Support

Convatec Account Management Ostomy Client Support

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).

Purpose: To provide client service support to the Account Management teams' ostomy clients. Collect medical documentation and information in order to setup new ostomy clients of 180 Medical. Assist in providing support for Convatec US Home Services Group (US HSG) compliance program by ensuring service location administrate tasks are complete and/or maintained in-line with company guidance and/or regulatory directives.

Job Duties:

• Handle incoming phone calls and emails from ostomy customers regarding orders & customer service issues
• Make outbound calls and sends emails to ostomy customers and other parties regarding orders & customer service issues
• Speaks with ostomy customers by phone and receives orders for delivery, pick-up, discontinuance, maintenance or changes in service
• Make entries as appropriate in Medtrack, a proprietary system
• Communicates with auditors to obtain Plans of Care; documentation required by insurance and chart notes when needed
• Verifies ostomy customer files are complete and all necessary documentation is in place
• Performs follow up phone calls to customers after initial shipment
• Support Team Supervisor and Team Manager on miscellaneous projects
• Participate in traditional and e-Learning training programs
• Promote the company's relationship and service benefits with product manufacturer
• Handle incoming calls to the local phone number, to include voicemail.
• Track local inventory.
• Service walk-in customers with supply needs.
• Transmit received documentation, to include physical correspondence, via scan, fax, email and/or phone, to the appropriate personnel.
• Complete Annual and Quarterly compliance office checklist.
• Assist auditors by answering questions, providing information and office tour when requested.
• Keep local office and warehouse/inventory professional and neat.
• All other duties as assigned

Qualifications and Requirements:

• Must have a high school diploma, college degree preferred, not required.
• Six months to one-year related customer service experience and/or training; or equivalent combination of education and experience.
• Typing: 35-40 wpm with 40 (adjusted) highly recommended
• Possess medical administrative skills
• Good communication skills with professionals in clinics and hospitals
• Sales experience preferred
• Ability to reason, problem solve, and think outside the box
• Multi-task a variety of issues
• Good organization skills and can prioritize tasks
• Proficient in Microsoft Office programs
• Good attention to detail
• Reliable/dependable
• Flexible and adaptable to changes in environment and industry.
• Team Player; work well with others

Physical Demands:

• Regularly required to sit, stand, walk, and occasionally bend and move about the facility.
• Infrequent light physical effort required.
• Occasional lifting to 10 lbs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

180 Medical is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Work performed in an office environment.