About I/O Urology
I/O Urology is dedicated to enhancing the lives of those living with urologic conditions by providing a convenient, accessible, and stress-free way to monitor their health from the comfort of home. Through our CarePath device, patients gather accurate, reliable data without frequent clinic visits, giving patients and providers immediate access to insights that enhance diagnosis, treatment, and ongoing care.
Position Summary
The Manager, Patient Support Services leads the team of Patient Support Services Specialists who serve as the primary point of contact for patients completing a CarePath evaluation. This is a people-management and workforce-operations role: the team's effectiveness depends less on any single process and more on each specialist's ability to communicate clearly, build trust quickly, and adapt to a wide range of patient personalities – including patients who are anxious, confused, skeptical, or simply in a hurry.
The Manager is accountable for hiring and developing specialists who have interpersonal skills to succeed in this role. Clinical licensure is a required credential for the specialist role, but it does not by itself predict success in the interpersonal skills (communication, empathy, adaptability) that this role must screen and coach for. The Manager is also accountable for building a staffing model that flexes with patient contact volume and evening/weekend outreach needs, and for maintaining a clear, well-trained boundary between what the team handles directly (basic CarePath, insurance, and payment questions) and what gets escalated to I/O Urology's outsourced revenue cycle management (RCM) vendor.
Key ResponsibilitiesTeam Leadership & Talent Development
- Hire, train, and manage Patient Support Services Specialists, screening specifically for communication skill, empathy, resilience, and comfort with ambiguity – not clinical credential alone.
- Coach specialists on adapting communication style to different patient personalities, de-escalating frustration, and confidently saying “I don't know, let me connect you with the right person” (potentially with billing questions) without damaging patient trust.
- Conduct regular quality reviews of patient interactions and provide targeted coaching and feedback.
- Own performance management, including reviews, development plans, and disciplinary action when needed.
- Build a team culture that supports staff through high-volume periods and sustains morale during repetitive or emotionally demanding interactions.
Workforce & Volume Management
- Build and maintain a staffing/scheduling model that flexes with patient contact volume, including coverage for early evening hours and weekend outreach when patients are most reachable.
- Forecast periods of higher and lower activity and adjust staffing, shift assignments, and workload distribution accordingly.
- Monitor volume and productivity metrics (contact volume, average handle time, caseload per specialist) and rebalance assignments to prevent burnout or missed patient outreach.
- Ensure equitable distribution of evening and weekend shifts across the team.
Process, Training & Quality Standards
- Maintain and continuously improve standardized talking points and training materials for explaining the CarePath process clearly and quickly to patients.
- Define and train the team on the boundary between basic insurance/payment questions the team may answer and detailed questions that must be redirected to the RCM vendor – and keep that line current as vendor processes change.
- Partner with the Revenue Cycle & Payer Relations Manager to maintain a clean, low-friction handoff protocol for escalated insurance and billing questions.
- Ensure HIPAA-compliant documentation of all patient interactions and study data.
Patient Experience Oversight
- Monitor patient satisfaction and study-completion metrics; identify trends and address root causes with the team or with upstream partners.
- Serve as an escalation point for complex or sensitive patient situations that a specialist cannot resolve.
- Ensure consistency of the patient experience across all specialists, regardless of who a patient happens to reach.
Cross-Functional Coordination
- Coordinate with Account Engagement (primarily the Clinical Implementation team but may also include the Sales team) on referral-to-outreach handoffs and with Distribution on device logistics affecting patient timelines.
- Share patient-facing trends (confusion points, recurring objections, common insurance questions) with other functional managers to inform process improvements upstream.
- Report team performance, volume trends, and staffing needs to leadership.
QualificationsEducation & Experience
- RN or LPN licensure in Tennessee (or privilege to practice under the Nurse Licensure Compact) required. This role directly manages and conducts quality reviews of RN/LPN-licensed specialists' patient interactions and clinical documentation; equivalent licensure is required to credibly evaluate and coach that work.
- 5+ years of experience in healthcare support, patient services, or care coordination, including at least 3 years in a role managing or supervising a team – ideally in patient support, care coordination, remote patient monitoring, or a comparable high-touch service environment.
- Experience with workforce planning or scheduling for a team with variable, demand-driven volume.
- Experience coaching for soft skills (communication, empathy, de-escalation) in addition to technical or clinical competency.
- Familiarity with EHR/patient management systems and HIPAA requirements.
Skills & Competencies
- Clinical Scope-of-Practice Judgment – Able to evaluate specialist patient interactions and documentation against nursing scope-of-practice and clinical accuracy standards, not just communication quality.
- People Development – Able to identify, hire, and grow specialists whose interpersonal skill translates into patient trust and study completion.
- Workforce Planning – Comfortable building schedules and staffing models around fluctuating, patient-driven volume rather than a fixed 9-to-5 pattern.
- Judgment Under Ambiguity – Able to define and continuously calibrate where “basic” patient questions end and vendor escalation begins.
- Coaching for Soft Skills – Skilled at teaching communication and de-escalation technique, not just monitoring compliance with a script.
- Operational Composure – Steady under high-volume periods; able to reallocate team capacity quickly as demand shifts.
- Cross-Functional Communication – Works effectively with other functional managers and the RCM vendor relationship owner.
Work Environment
This is a hybrid role requiring flexibility beyond standard business hours. Because patients are often most reachable in the early evening and on weekends, the Manager must build and lead a team schedule that covers those windows, and should expect some personal availability outside standard hours to support the team, particularly during periods of high patient volume.
Performance Metrics
- Patient study completion rate and timeliness of onboarding
- Patient satisfaction and engagement scores
- Team quality scores from interaction reviews (communication, accuracy, empathy)
- Staffing coverage and responsiveness during peak volume and evening/weekend windows
- Escalation accuracy – appropriate use of the RCM vendor handoff versus questions handled directly
- Staff retention and time-to-proficiency for new specialists
Job Type: Full-time
Pay: $70,000.00 - $90,000.00 per year
Benefits:
- Paid time off
- Relocation assistance
License/Certification:
- RN or LPN License in the state of Tennessee (Required)
Work Location: In person
