Manager, Patient Support

Job Function Summary:

The Manager, Patient Support will serve as a lead for patient support activities and programs for Interventional Urology (IU). This position is responsible for the strategic direction and implementation of patient support programs, including the management of a contact center.  This includes development of new programs and initiatives that educate prospective patients and support implanted patients on the therapies in Interventional Urology.

Major Areas of Accountability:

• Manage in-house contact center team including but not limited to performance management, scheduling, maintaining service levels and staffing
• Identify new opportunities in the patient journey and develop a patient support strategy to provide support and engagement opportunities
• Create processes and optimize user experiences through patient facing channels
• Work cross functionally to support initiatives that have a patient facing element
• Collaborate with other marketers to ensure messaging alignment, share data and campaign results, and leverage synergies across the Interventional Urology business to ensure best practices and best-in-class patient marketing and support.
• Coordinates with internal partners and external vendors to execute conversion and support programs
• Create and report on KPIs that drive results
• Demonstrates strong interpersonal skills related to interfacing and establishing relationships with customers and key influencers to ensure that marketing decisions are consumer/patient driven
• Leverages experience and feedback from others for continuous system improvement
• Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
• Other duties as assigned.

Essential Qualifications:

• BA/BS required, with business or marketing emphasis preferred.
• 10+ years relevant experience related to medical device, market development, contact center management, DTC marketing, program management, customer service
• 2+ years people management
• Excellent presentation skills and a professional image.
• Prior experience in medical devices, urology, OAB, or neuromodulation is highly desirable.
• Excellent influence management skills.
• Demonstrates both creative and critical thinking skills
• Ability to travel up to 15%
   

Knowledge, Skills and Abilities:

• Exceptional verbal and written communication skills.
• Passionate team player with strong self-awareness.
• Excellent interpersonal skills for interacting with external customers, vendors, and field sales staff.
• Open-minded and adaptable to change with a global perspective.
• Willingness to learn and embrace cultural differences in a global organization.
• Ability to lead with ethical integrity and consistently align with Coloplast’s Mission, Vision, and Values.