Patient Support Manager; Call- outreach - Hybrid Minneapolis

Overview

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 planning, and workload…