Manager, Patient Success

Nevro LLC; Pennsylvania; On-site; USD 90,000 - 120,000; Full time

Job summary

Globus Medical is seeking a Manager, Patient Success to lead the Patient Success Team (HFX Coaches) and oversee department processes. You will drive follow-up on DTC leads, collaborate with leadership, and mentor a dynamic group of coaches to scale patient support.

The role emphasizes leadership, process optimization, and cross-functional collaboration. The ideal candidate will bring 5+ years in people management and a solid track record in operations, training, and driving metrics in a

Qualifications

• Demonstrated experience in building and leading teams with process improvements.
• Minimum 5 years in people management and related domains.
• Ability to operate in fast-paced, dynamic settings; strong communication and organization.

Responsibilities

• Lead the Patient Success Leadership team (supervisors and senior supervisors).
• Recruit, hire and train staff to build a strong Patient Success group.
• Oversee leadership development and training programs for the team.
• Set and monitor goals and metrics to drive performance.
• Ensure quality of HFX Coach work and implement process improvements.
• Develop workflows to increase coach efficiency and effectiveness.
• Maintain training records and serve as a clinical/product expert within the department.
• Identify trends across leads, patients, and territories; support development plans.

Skills

Leadership

Team management

Process improvement

Recruiting

Training

Project management

Cross-functional collaboration

Communication

Education

Bachelor's degree

Tools

Windows

Microsoft Office

Microsoft Project

Job description

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible.

Position Summary

The Manager, Patient Success is responsible for leading the Patient Success Team (HFX Coaches) and the daily processes of the entire department. The Manager, Patient Success works strategically to ensure the company’s Patient Support is first class and can scale with the needs of the business. This role also is responsible for driving business through exceptional follow up of DTC leads and processes. They work closely with fellow department managers, Nevro leadership, and field personnel to identify process improvements and training opportunities. The ideal candidate has leadership qualities to hire and lead a dynamic group of coaches to support the company’s Patient Success function. The job requires the individual to be a team player with the ability to function well in a challenging and fast-paced environment. They must also be enthusiastic, positive, even tempered and have strong skills in areas of dependability, interpersonal relationships, flexibility and professionalism.

Essential Functions

• Leading a direct reporting team of all Patient Success Leadership (supervisors and senior supervisors)
• Recruiting, hiring, and training of employees to fill positions as they arise to create a strong group
• Overseeing all Patient Success leadership, training, and development
• Implementing and monitoring all team goals and metrics that drive performance with the organization
• Managing the quality of HFX Coach work monitoring compliance and process improvement
• Implementing workflows and processes to create HFX Coach efficiencies and increase effectiveness
• Being proficient in all HFX Coach processes
• Creating tools to manage capacity to of individual HFX Coaches
• Identifying concerns and offers solutions to the HFX Coach Team and field teams
• Maintaining training records on all members of the HFX Coach Team
• Serving as a clinical and product expert within the department
• Detecting and identifying trends across leads, patients, and territories
• Recognizing growth opportunities and collaborating on team member development plans
• Maintaining professional and technical knowledge by solutioning commonly asked questions; attending educational workshops; establishing cross functional personal networks
• Accomplishing organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Adhering to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies; ensuring compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to the role
• Representing the company in a professional manner and upholding the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications

• Demonstrated experience in developing teams and implementing process improvements
• At least 5 year’s experience in people management preferred
• At least 5 year’s experience in SCS preferred
• Ability to work in a fast paced and changing environment to accomplish goals while multitasking
• Sound judgment and decision making, problem solving, flexibility, and clear communication skills.
• Excellent follow through and organizational skills
• Ability to manage projects and people with a customer centric approach
• Bachelors degree
• Ability to work under minimum supervision with a high degree of organizational, technical, and business competence
• Proven ability to resolve complex issues, solve problems, and resolve customer- related issues
• Working knowledge of Windows, Microsoft Office, E-mail, and Microsoft Project
• Excellent oral and written communication skills
• Ability to travel as needed

Physical Demands

• Required to sit; climb or balance; and stoop, kneel, crouch or crawl
• Required to regularly lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds
• Required to possess specific visons abilities, including: close vision, distance vision, color vision, peripheral vision, depth perception and capacity to adjust focus.

Our Values

Our Life Moves Us philosophy is built on four values: Passionate About Innovation, Customer Focused, Teamwork, and Driven.

• Passionate about Innovation: Improving patient care by delivering advanced technology to our customers is at the core of what we do. We are passionate in our role in improving the lives of patients by continuously developing better solutions.
• Customer Focused: We listen to our customers’ needs and respond with a sense of urgency.
• Teamwork: Working together, anything is possible. We value every person on our team and treat each other with respect. We are accountable to one another and support each other. Together, we make each other stronger.
• Driven: We pursue our mission with energy and passion. We are nimble, results-oriented and decisive. We overcome obstacles that arise in our quest to deliver solutions that will improve the lives of our customers and patients.

Equal Employment Opportunity

Globus Medical is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, marital status, pregnancy, national origin or citizenship. We are committed to a diverse workforce. We value all employees’ talents and support an environment that is inclusive and respectful.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible.