Data/Confirmations Coordinator

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 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.com

About the role

The me+ Data and Confirmation Specialist plays a vital role in supporting the Consumer CARE Team by ensuring accurate processing of customer data, validating product orders, and conducting Quality Assurance calls to evaluate customer experience. This role interacts with end users, healthcare professionals, distributors, and internal stakeholders to confirm customer intent, ensure data integrity, and monitor satisfaction. Success in this position is measured by responsiveness, accuracy in data entry and confirmations, adherence to compliance procedures, and effectiveness in gathering feedback through QA calls. This position also contributes to improving operational efficiencies through identification of process enhancements.

Key Responsibilities: 

Customer Data and Order Management
•    Monitor and triage multiple email inboxes for incoming customer data, marketing leads, and CARE Team referrals.
•    Manage the Convatec inbox, which receives a wide range of inquiries from consumers, clinicians, and other external parties. The specialist is responsible for reviewing, processing, and ensuring each inquiry is either resolved directly or appropriately routed to the correct team, individual, or department for timely follow-up.
•    Respond promptly and professionally to inbound inquiries related to demographic updates, order status, password resets, product feedback, and sample requests.
•    Confirm customer intent for product orders through outbound phone calls.
•    Accurately document all interactions in the CRM system.
•    Ensure customer data is complete and up to date in all systems.
•    Eddfectively manage the Convatec inbox an 

Customer Experience, Quality Assurance, and Compliance
•    Exhibit warmth and empathy during customer interactions to foster a positive experience.
•    Conduct Quality Assurance calls with consumers to gather feedback and assess their overall experience.
•    Escalate inquiries to appropriate internal teams as needed to support resolution.
•    Report complaints in accordance with FDA regulations and company procedures.
•    Collaborate with internal teams to ensure smooth handoffs and aligned support.

Systems & Process Optimization
•    Operate effectively within CRM and related digital platforms.
•    Identify opportunities for improving processes and contribute ideas to increase efficiency.
•    Meet and exceed defined performance metrics for confirmations, QA outreach, and responsiveness.

Team Collaboration & Cross-Functional Support
•    Share pertinent updates with CARE Team members to support cohesive service delivery.
•    Participate in special projects and support other departmental tasks as assigned.

Skills & Experience:

Required

• Strong customer service skills with a demonstrated ability to manage diverse inquiries.
• High level of accuracy and attention to detail in data entry, confirmations, and QA documentation.
• Competency in Microsoft Office Suite (Outlook, Word, Excel).
• Experience with CRM systems (e.g., Salesforce or equivalent).
• Clear, concise written and verbal communication.
• Ability to work independently and in a remote setting.

Preferred

• Familiarity with medical or healthcare-related customer service.
• Experience conducting QA or survey-based customer calls.

Qualifications/Education:

• Required: High school diploma or GED.
• Preferred: Associate degree or bachelor’s degree in a related field.

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 careers@Convatec.com.

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!