What are the responsibilities and job description for the Patient Support Manager position at CVRx?
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.
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.
- 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.
- 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.
- 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.
- 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.
- Contribute to forecasting, headcount planning, and workload distribution as needed.
- Assist the Marketing team with the development of patient-focused campaigns.
- Travel occasionally to collaborate with Sales or Marketing teams.
- Other duties as assigned.
REQUIRED:
- Bachelor's degree. A combination of education and relatable demonstrated experience may be considered in lieu of degree
- Experience supervising teams in PHONE-BASED support, patient navigation, specialized call centers, patient-care coordination, inside sales support, outbound marketing, customer service, or similar roles and environments.
- Experience with supervision of remote teams
- Experience with CRM optimization, funnel management, and/or call-quality programs
- Demonstrated success coaching employees, giving feedback, and correcting performance issues
- Strong critical thinking and problem-solving skills; ability to make sound decisions during live consumer interactions
- Ability to analyze team performance metrics and translate insights into action
- Experience working within SOPs and regulated workflows; ability to draft, update, and manage process documentation
- Excellent verbal and written communication skills
- Strong organizational skills and attention to detail
- Proficiency in Microsoft Office, CRM systems (Salesforce preferred), Teams, and digital communication tools
- Satisfactory, reliable high-speed internet service to support remote work capability and uninterrupted communications
- Bilingual fluency in Spanish and English
- Experience in regulated industries such as healthcare, MedTech, Pharmaceutical, or health insurance
- Familiarity with DTC marketing, consumer / patient education, and campaign development
- Experience with documentation templates, SOP lifecycle management, or Agile review processes
- Experience with social media advertising campaigns is a plus
- Remote call-center environment: this role requires extended periods of time doing computer-based and telephone work in an office environment
- Infrequent periodic travel may be necessary (for meetings)
- Position is hybrid in Brooklyn Park, MN at CVRx headquarters
CVRx is proud to offer competitive salaries and benefits plans.
We offer a culture of teamwork, collaboration, and positivity, where challenging the status quo is welcomed, continuous learning is valued, and each of us has an opportunity to make a significant impact in an exciting, purpose-driven startup environment while also having fun.
In addition to Base Salary, this position is eligible for a Corporate Bonus Plan (CBP) which provides the opportunity to earn additional compensation for the company's meeting established annual objectives and prorated based on earned annual base salary.
The base salary range is applicable across the U.S., complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and specific location.
- Competitive Health & Dental Insurance options with generous Company contributions
- Company contributions to an HSA with a high deductible insurance plan selection
- 401(k) with a company match
- Employee stock purchase plan (ESPP) & stock option grants
- 12 company-paid holidays per year in addition to a generous Flex PTO plan
- Generous paid time off for new parents
- Company-paid life insurance & disability options
- Unlimited growth opportunities in a growing company
- Endless training & learning opportunities
- Flexible Schedule
CVRx, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
If you're an independent, self-motivated individual with excellent interpersonal skills, a desire to do great things and have a background in medical devices, healthcare or a related field, we want to hear from you
If you need assistance or an accommodation due to a disability, you may contact us at [email protected]
This requisition will be open until filled.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.