Ostomy Client Specialist - Audit

Convatec is a global medical products and technologies company focused on chronic condition management solutions. The role provides client service support to the Account Management teams for Convatec’s ostomy customers.

• Handle incoming phone calls and emails regarding orders and customer service issues.
• Make outbound calls and send emails to customers and other parties related to orders and service inquiries.
• Receive and process orders for delivery, pickup, discontinuance, maintenance, or service changes via telephone.
• Record and maintain information in Medtrack, the proprietary system.
• Communicate with auditors to obtain plans of care, documentation required by insurance, and chart notes.
• Verify that ostomy customer files are complete and contain all necessary documentation.
• Perform follow‑up phone calls to customers after initial shipment.
• Assist the Support Team Supervisor and Team Manager with miscellaneous projects.
• Participate in training programs, including traditional and e‑Learning.
• Promote the company’s relationship and service benefits with product manufacturers.
• Handle local calls, including voicemail, and track local inventory.
• Service walk‑in customers with supply needs.
• Transmit documentation (physical correspondence, scans, faxes, emails, or phone) to appropriate personnel.
• Complete annual and quarterly compliance office checklists.
• Assist auditors by answering questions, providing information, and offering office tours when requested.
• Maintain a professional and neat local office and warehouse/inventory space.
• Occupy other duties as assigned.

• High school diploma required; college degree preferred.
• Six months to one year of related customer service experience and/or training, or an equivalent combination of education and experience.
• Typing speed of 35–40 words per minute (adjusted 40 recommended).
• Medical administrative skills.
• Strong communication skills with professionals in clinics and hospitals.
• Sales experience preferred.
• Ability to reason, problem‑solve, and think outside the box.
• Multi‑tasking ability across a variety of issues.
• Good organizational skills and ability to prioritize tasks.
• Proficiency in Microsoft Office programs.
• Attention to detail and reliability/dependableness.
• Flexibility and adaptability to changes in environment and industry.
• Team player who works well with others.

Physical Demands:
This position requires sitting, standing, walking, and occasional bending. Light lifting up to 10lb is occasionally required.

Convatec is an equal opportunity employer. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.