Supervisor, Patient Success

Nevro (NYSE: NVRO) is a global medical device company headquartered in Redwood City, California. We are focused on providing innovative products that improve the quality of life of patients suffering from debilitating chronic pain.

We started with a simple mission to help more patients suffering from chronic pain. At each stage of development, our research was subject to the highest levels of scientific rigor, resulting in a new therapy that has impacted the lives of over 70,000 patients around the world.

Nevro has developed and commercialized the Senza spinal cord stimulation (SCS) system, an evidence-based, non-pharmacologic neuromodulation platform for the treatment of chronic pain. HF10 therapy has demonstrated the ability to reduce or eliminate opioids in ≥65% of patients across six peer-reviewed clinical studies. The Senza® System, Senza II™ System, and the Senza® Omnia™ System are the only SCS systems that deliver Nevro's proprietary HF10® therapy.

The Patient Success Supervisor is responsible for managing and supervising a team of HFX Coaches. HFX Coaches play an important role in ensuring superior outcomes with Nevro’s therapy. The.  Patient Success interacts with patients to provide technical and product expertise. The position is part of the Customer Excellence group will work in collaboration with field personnel. 

ESSENTIAL DUTIES & RESPONSIBILITIES (includes the below tasks, but not limited to the following:

• Supervises a team of HFX Coaches in the daily responsibilities and tasks
• Assist with training and mentoring of HFX Coaches
• Recognize growth opportunities within the patient success team
• Responsible for approving and monitoring PTO/Expenses/Overtime for their team
• Communicate directly with patients
• Serve as a resource for clinical patient support for issues relating to: device troubleshooting and
• Company product inquires
• Provide exceptional clinical education for Company products and related procedures and, responding to detailed technical inquiries from patients.

• Respond to all patient and field communications in a timely manner. Responsible for reporting all complaints regarding products to the appropriate Company personnel within the required time frames.

• Provide appropriately documented follow-up on all patient interactions to the sales team. Consult with other internal Nevro departments when needed to maintain solid clinical outcomes.
• Perform continued patient follow-up to assure optimal patient outcomes.

 This position requires being available during all pre-determined hours, telephone, keyboard, strong analytical skills and proficiency in the use of modern technology and software . Travel 15-20% for training, conferences and occasional field support. Travel may be required outside of your assigned work area.

Other duties as assigned.

• Bachelor’s degree or equivalent combination of education and experience
• Experience in a management/consultative role preferred.
• Customer service experience a plus.
• SCS experience and/or patient interaction experience preferred.

• Strong written, verbal and phone communication skills
• Detail orientation
• Strong Microsoft Excel skills
• Comfort and adaption to advanced technologies
• A desire to engage in patient interaction
• Demonstrated ability to develop and influence relationships
• Analytical skills, including statistical analysis
• PC skills necessary (MS Office/Excel)

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Nevro offers equal employment opportunity, regardless of race, color, creed, religion, national origin, marital or family status, sex, sexual orientation, gender expression (including religious dress and grooming practices), gender (including pregnancy, childbirth or medical condition related to pregnancy or childbirth), physical or mental condition, protected veteran status, disability, age or other characteristics protected by laws.