Patient Support Manager; Call- outreach - Hybrid Minneapolis

Position: Patient Support Manager (Call-based outreach) - Hybrid Minneapolis

The Patient Support Manager at CVRx is a hybrid role in Brooklyn Park, MN at CVRx Headquarters, reporting to our 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.

This role blends hands‑on outreach calls, patient navigation, customer service supervision, process ownership, and operational leadership in a regulated environment.

To be considered for this job, you must be able to work a hybrid schedule with a minimum of 3 days per week onsite at our Brooklyn Park, MN (Minneapolis) corporate headquarters.

This team manager is responsible for:

• Leading a small team of patient coordinators in a remote call‑center environment while leveraging a "hands‑on" understanding of their day‑to‑day work.
• Oversight of consumer progression through an evaluation process and related Salesforce documentation.
• Coaching, performance management, and training of coordinators.
• Maintaining and improving SOPs, work instructions, and process documentation.
• Ensuring compliance to quality, regulatory, service, and performance expectations.
• Serving as a cross‑functional partner to Marketing, Sales, and other key teams regarding patient needs, messaging, and improving processes.

Key Duties and Responsibilities Team Leadership & Coaching

• Lead, coach, and mentor Barostim Coordinators through weekly 1:1s, including structured funnel reviews (opportunity, in‑process, new leads).
• Maintain hands‑on understanding of coordinator work through management of a small territory or covering absences to stay current on workflows, Salesforce, Five9 systems, and patient interactions.
• Provide ongoing training, feedback, redirection, and support to ensure high‑quality consumer interactions and documentation.
• 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, accuracy, and timeliness.
• 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, aligned with improved effectiveness, efficiency, and patient response.
• Partner with Marketing, Clinical, and Quality to ensure procedures reflect current best practices, regulatory expectations, and departmental changes.
• Track process changes, communicate updates, archive outdated documents, and facilitate the internal approval process (Agile, Vodori, live reviews, etc.).
• Ensure all coordinators consistently reference and follow current work instructions in their day‑to‑day work.

Cross‑Functional Collaboration

• Provide insights to Marketing teams on consumer questions, barriers, messaging needs, and opportunities for improved campaigns and patient engagement.
• Educate Sales leadership and field teams on the Barostim Coordinator program, services offered, and how to best leverage the Program most effectively.
• Support alignment between DTC marketing investments and operational readiness of the Barostim Coordinator Team.

Operational Excellence & Issue Management

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

Additional Responsibilities

• Contribute to forecasting, headcount…