Patient Support Manager - Hybrid Minneapolis

CVRx, Inc. • Minneapolis, MN

16d • $115,000 - $130,000 • Hybrid

About The Position

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. 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.

Requirements

• Bachelor’s degree. A combination of education and relatable demonstrated experience may be considered in lieu of degree
• Experience supervising teams in patient navigation, specialized call center, care coordination, inside sales support, customer service, or similar environments. Experience with supervision of remote teams 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 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

Nice To Haves

• 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

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager