Therapy & Product Support Manager

COMPETENCIES NEEDED

• Operational Leadership — Leads the Therapy & Product Support function by setting expectations, aligning priorities, managing performance, and ensuring specialists have the direction, tools, and support needed to succeed.
• Clinical Fluency & Scope Awareness — Understands the difference between reinforcing a patient's prescribed therapy and offering new clinical guidance. Trains and coaches the team to stay confidently within scope — informative and reassuring, never diagnostic.
• Customer-Focus — Implements ways to rapidly respond to customer requests for improved outcomes; works with the customer to collect accurate information about needs; goes beyond the initial thinking and remains flexible to meet customer needs; maintains strong and loyal customer relationships. In addition to patients, your customers may be coworkers, clinics, the Altivera Medical sales team, etc.
• People Development — Develops specialists through structured coaching, training plans, performance feedback, and accountability routines — including active listening and healthy conflict resolution as core coaching skills, and creating professional growth opportunities.
• Quality & Performance Management — Owns departmental quality, productivity, timeliness, and accuracy outcomes through performance monitoring, reporting, coaching structures, and continuous improvement.
• Process Improvement & Change Management — Identifies workflow gaps, scope-of-practice trends, system needs, and operational risks; leads initiatives that improve accuracy, efficiency, and team adoption, while adapting well to change and ambiguity as priorities shift.
• Cross-Functional Collaboration — Partners with Quality Assurance, Therapy Support, Product Support, clinical, compliance, and other internal teams to resolve barriers and improve handoffs across the patient support lifecycle.
• Compliance & Risk Awareness — Maintains department adherence to HIPAA, FDA quality requirements, scope-of-practice standards, SOPs, and escalation pathways.

ESSENTIAL JOB DUTIES & RESPONSIBILITIES

Leadership

• Model aligned leadership behavior, always communicating with utmost professionalism, and following all company policies and processes without exception.
• Observe, document, and report all occurrences of employees when there is non-compliance with company policy, process, or the appropriate chain of command.
• Oversee both the Therapy Support and Product Support specialist tracks (call center functions), ensuring patients, clinics, Territory Managers, and all other callers receive responsive communication and timely, accurate resolutions — whether the need is technical or therapy-related.
• Directly manage Therapy Support Specialists and Product Support Specialists to meet daily, weekly, and monthly goals within the department.
• Own the scope-of-practice standard for therapy-related conversations — train to it, coach to it, and correct drift from it.
• Develop and implement efficient systems, properly written forms, clear policies, effective processes, and outlined procedures to ensure an excellent, compliant patient support experience across both functions.
• Identify and resolve problems and inconsistencies in any Therapy Support or Product Support process or policy, as well as call center trends including missed calls, invalid payment information, and non-payments.

Quality Checks & Reporting

• Generate relevant reporting for senior leadership on Therapy Support and Product Support tasks, goals, and performance metrics, including scope-of-practice quality checks.
• Analyze trends and initiate improvements to optimize patient care, service quality, and operational efficiency.
• Interact with staff at all levels in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful, and efficient.
• Monitor volume indicators to ensure adequate staffing across both device-support and therapy-conversation demand.
• Provide professional feedback to the Director, Patient Access & Experience Operations regarding team member performance in the areas of Knowledge, Reliability, Initiative, Innovation, and Collaboration.
• Report trends in quality reviews, processes, or employee morale to senior leadership as these directly impact the performance of the department.

Quality Assurance & Compliance Partnership

• Serve as the primary escalation point when a proposed device replacement or a therapy conversation approaches the edge of scope, coordinating directly with the Quality Assurance team on review and resolution.
• Partner with Quality Assurance on training alignment and process documentation so both specialist tracks remain consistent with FDA compliance requirements.
• Comply with federal, state, and other regulations for proper insurance billing and HIPAA compliance.

New Hire Onboarding & Staff Training

• Provide a seamless onboarding experience from New Hire Orientation (NHO) into the department, including a structured onboarding plan for at least the first week, with explicit scope-of-practice training for clinician-adjacent hires.
• Supervise department personnel including hiring, onboarding, training, disciplining, and evaluating performance.
• Report team training needs to the Director, Patient Access & Experience Operations regularly to ensure additional support and resources are provided in a timely manner.

Additional Duties

• Responsible for ensuring all patient comments and escalations are responded to with clear documentation of resolutions within 24–48 hours, including all positive and negative reviews across applicable platforms.
• Ensure that all patients who complete a device survey card are contacted promptly if an issue, concern, or question is communicated.
• Other duties as assigned.

EDUCATION & EXPERIENCE REQUIREMENTS

• Completion of a bachelor's degree required; master's degree or higher preferred.
• 3+ years of supervisory or management experience, supervising a team of 5+ employees.
• Background in medical sales, clinical support staff (e.g., MA, CNA), an athletic department or sports medicine setting, PT/OT clinic staff, or a related clinician-adjacent field is strongly preferred.
• Experience in DME, healthcare, or medical device environments strongly preferred.