The Consumer Care Advisor plays a key role in delivering the Coloplast Care patient support program and supporting patients throughout their onboarding journey to self-care. Through Coloplast Care, this role helps patients understand their product options, access samples, navigate reimbursement resources, troubleshoot product related questions, and gain confidence using Coloplast solutions.
Working closely with patients, healthcare professionals, Territory Managers, Clinical, Consumer Marketing, and DtC teams, the Consumer Care Advisor provides support across phone, email, and program-driven touchpoints. This role ensures newly enrolled patients receive timely guidance, personalized support, and a seamless experience as they transition from clinical recommendation to product adoption and ongoing use.
The Consumer Care Advisor serves as an important point of contact within Coloplast Care, supporting patient engagement, product acceptance, adherence, and continuity of care while maintaining a high-quality patient experience.
Major Areas of Accountability
Major functions are described below. Other duties may be assigned.
Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the MedTech Code of Conduct, and company policies.
Patient Support & Coloplast Care
- Serve as the primary point of contact for patients enrolled in Coloplast Care, supporting their journey from referral and onboarding through successful product adoption and ongoing self-care.
- Provide guidance on product options, sampling, reimbursement resources, troubleshooting, and program services to help patients achieve positive outcomes.
- Deliver patient onboarding, follow up, and engagement activities through phone, email, and established communication journeys.
- Identify patient needs and coordinate appropriate follow up, support, or escalation as required.
Healthcare Professional & Cross Functional Collaboration
- Partner with Healthcare Professionals, Territory Managers, Clinical, Sales, Consumer Marketing, and Digital teams to support a seamless patient experience.
- Support continuity of care by facilitating effective communication, patient follow up, and transitions across the patient journey.
- Share patient insights and feedback to support continuous improvement of programs, communications, and patient support processes.
Service Excellence & Operational Performance
- Deliver an exceptional patient experience through professional, empathetic, and solution-oriented interactions across all communication channels.
- Consistently achieve established customer service, call quality, responsiveness, documentation, and patient satisfaction objectives.
- Accurately document patient interactions, program activities, and next steps within approved systems.
- Maintain high standards of data quality, confidentiality, and regulatory compliance.
- Escalate product, quality, clinical, or adverse event concerns and support continuous improvement of processes and patient outcomes.
Basic Qualifications
- College or university degree preferred, or equivalent combination of education and relevant customer support experience.
- Experience in healthcare, patient support, customer service, call centre, inside sales or related customer-facing environment preferred.
- Strong verbal and written communication skills, with the ability to explain information clearly and professionally by phone and email.
- Ability to communicate with patients and healthcare professionals about sensitive health related topics in a mature, respectful and compassionate manner.
- Strong attention to detail and ability to maintain accurate documentation in customer relationship management or patient support systems.
- Ability to follow defined processes, call flows, email templates and escalation pathways.
- Strong problem-solving skills with the ability to listen, assess needs and guide patients to appropriate next steps.
- Comfortable working in a cross functional environment with Sales, Clinical, Consumer Marketing, Digital and DtC teams.
- Bilingual French and English preferred, depending on territory or business need.
At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:
- Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events.
- Financial Security: RRSP plan with company match and financial planning services to help you secure your future.
- Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
- Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
- Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
- Community and Culture: A supportive work environment where everyone feels valued, and has a sense of belonging. Participate in team-building activities, volunteer opportunities, and company-sponsored events. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.
- Competitive Compensation: The compensation range for this position is $50,000 - $60,000. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or incentives.
Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.
Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfill their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.
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