Patient Support Manager - Hybrid Minneapolis

The Patient Support Manager at CVRx is a hybrid role in Brooklyn Park, MN at CVRx Headquarters and reports to the Senior Director of Marketing. The selected individual will be hands‑on while leading our US remote “Barostim Coordinator” Team — responsible for initial outreach calls (in response to confirmed interest) and education of prospective patients and navigating them through the Barostim evaluation pathway.

You must be able to work a hybrid schedule with a minimum of 3 days per week onsite at our Brooklyn Park, MN corporate headquarters.

Key Duties and Responsibilities

• Lead a small team of patient coordinators in a remote call‑center environment while leveraging a “hands‑on” understanding of their day‑to‑day work.
• Oversee consumer progression through an evaluation process and Salesforce documentation.
• Coach, performance manage, and train coordinators.
• Maintain and improve SOPs, work instructions, and process documentation.
• Ensure compliance to quality, regulatory, service, and performance expectations.
• Serve as a cross‑functional partner to Marketing, Sales, and other key teams.

Team Leadership & Coaching

• Lead, coach, and mentor Barostim Coordinators through weekly 1:1s, including structured funnel reviews.
• Maintain hands‑on understanding of coordinator work through management of a small territory or covering absences.
• Provide ongoing training, feedback, redirection, and support to ensure high‑quality consumer interactions.
• Develop and maintain performance metrics, KPIs, and evaluation tools — including call quality evaluations, funnel management standards, call‑time expectations, and productivity guidelines.

Consumer Navigation & Case Management Support

• Conduct patient interviews/pre‑screens, assess qualification for Barostim therapy, provide device education, and guide next steps.
• Lead consumer cases through the Patient Evaluation Process: pre‑screen → evaluation → provider appointments → decisions, with attention to detail.
• Collaborate with provider offices and staff to coordinate medical records, appointment reminders, and care‑pathway logistics.

Process Ownership, SOP Management & Documentation

• Create, maintain, and drive adoption of SOPs, work instructions, and process documentation for the Coordinator Team.
• Partner with Marketing, Clinical, and Quality to ensure procedures reflect best practices and regulatory expectations.
• Track process changes, communicate updates, archive outdated documents, and facilitate internal approval processes.
• Ensure all coordinators consistently reference and follow current work instructions in daily work.

Cross‑Functional Collaboration

• Provide insights to Marketing on consumer questions, barriers, messaging needs, and opportunities to improve campaigns.
• Educate Sales leadership and field teams on the Barostim Coordinator program and how to leverage it effectively.
• Support alignment between DTC marketing investments and operational readiness of the Coordinator Team.

Operational Excellence & Issue Management

• Monitor call‑system performance (e.g., Five9), Salesforce usage, funnel hygiene, follow‑up accuracy, and documentation.
• Identify workflow bottlenecks, system issues, and training needs; propose and implement solutions.
• Manage escalations with professionalism and urgency.
• Support workload balance across Coordinator team during peak volume or leaves of absence.

Additional Responsibilities

• Contribute to forecasting, headcount planning, and workload distribution.
• Assist Marketing with patient‑focused campaign development.
• Travel occasionally to collaborate with Sales or Marketing teams.
• Other duties as assigned.

Required Qualifications

• Bachelor’s degree (or combination of education and experience).
• Experience supervising teams in patient navigation, call center, care coordination, inside sales support, or similar environments. Remote team supervision preferred.
• Experience with CRM optimization, funnel management, and/or call‑quality programs.
• Demonstrated success coaching employees, giving feedback, and correcting performance issues.
• Strong critical thinking, problem‑solving skills, and decision‑making in live consumer interactions.
• Ability to analyze team performance metrics and translate…