Nurse Navigator Senior Manager

NeuroPace is seeking an experienced and motivated Sr. Manager of Nurse Navigators to lead our team of nurse navigators in providing exceptional support to people living with drug-resistant epilepsy. Giving improved access to healthcare and simplify what can often be a complex journey to obtain medical evaluation for advanced epilepsy treatment. The Nurse Navigator will work closely with patients and their families healthcare providers and their office staff local field teams and insurance providers to provide a more seamless experience for those seeking specialized care at a comprehensive epilepsy center. This position will be a remote position for NeuroPace.

This manager will oversee day-to-day operations of the nurse navigator team working closely with sales leaders to accelerate applicable patients from Epilepsy diagnosis to treatment with the RNS System. They will standardize patient education to maximize impactmoving patents quickly to the next stage of the work up. They will optimize workflows on the nurse navigator team and will set goals and measure performance for patient contact qualification and movement to the sales team and ultimately implant of the RNS system.

The ideal candidate has a strong background in managing inside sales and/or patient education teamspreferably in a call center or remote engagement environment. This person will thrive in a collaborative metrics-driven and patient-focused environment.

Key Responsibilities

• Lead and manage a team of Nurse Navigators who serve as primary points of contact for patients guiding them through the diagnostic testing and ultimately treatment journey.
• Set and monitor individual and team performance metrics (e.g. engagement KPIs patient progression call volumes quality scores) ensuring goals are met or exceeded.
• Drive continuous workflow optimization to improve team efficiency patient experience and scalability.
• Collaborate closely with Sales Marketing and Clinical teams to ensure alignment on strategy and execution fostering a cohesive and collaborative cross-functional environment.
• Monitor call center operations and implement process improvements to enhance responsiveness patient engagement and follow-up consistency.
• Hire train mentor and develop staff ensuring professional growth performance management and retention.
• Analyze team and patient data to identify trends and drive decision-making that improves program outcomes and team effectiveness.
• Serve as a subject matter expert and advocate for the Nurse Navigator program within the organization.
• Maintain high standards of patient-centric communication ensuring all team members adhere to regulatory HIPAA and internal compliance standards.

Requirements

• Bachelors degree in Nursing Healthcare Administration Business or a related field.
• 5 years of experience managing clinical support teams nurse navigators inside sales teams or patient education teams.
• 3 years of experience in a call center or remote engagement environment with strong knowledge of call center operations and best practices.
• Proven ability to lead teams to meet or exceed defined performance metrics.
• Experience in workflow optimization process improvement and managing CRM or telephony platforms.
• Exceptional communication coaching and people-management skills.
• Strong collaboration skills and demonstrated success in working cross-functionally especially with sales and marketing leaders.
• Working knowledge of Word Excel Microsoft Outlook and database systems (i.e. Salesforce.)
• Excellent organizational skills

Preferred:

• RN or clinical background strongly preferred.
• Experience in clinical setting working with people living with epilepsy.
• Experience in neurology epilepsy and medical device industry is a plus.
• Familiarity with the patient journey for chronic conditions or device-based therapies.
• Spanish fluency a plus

Location:

• Remote
• Occasional US travel 10 % for training and conferences.

#LI-Remote

Compensation:

$160K-$180K Base - Compensation will be determined based on several factors including but not limited to skill set years of experience and geographic location.

NeuroPace is proud to be an equal opportunity employer and values the contributions of our culturally diverse workforce.

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NeuroPace is proud to be an equal opportunity employer and values the contributions of our culturally diverse workforce.

San Francisco and Los Angeles applicants: The Company will consider for employment qualified applicants with Criminal Histories in a manner consistent with the requirements of the Los Angeles Fair Chance in Hiring Ordinance or the San Francisco Fair Chance Ordinance (as applicable)

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