Patient Care Advocate

The Kestra team has over 400 years of experience in the external and internal cardiac medical device markets. The company was founded in 2014 by industry leaders inspired by the opportunity to unite modern wearable technologies with proven device therapies. Kestra’s solutions combine high quality and technical performance with a wearable design that provides the greatest regard for patient comfort and dignity. Innovating versatile new ways to deliver care, Kestra is helping patients and their care teams harmoniously monitor, manage, and protect life.

The Patient Care Advocate (PCA) is responsible for leading the efforts of patient connectivity to our remote patient monitoring system, Kestra CareStation®.  The PCA facilitates usage by reaching out proactively to patients not transmitting data and attempting to reestablish connection. During these outreach calls the PCA will also address any patient issues, concerns, or needs.

Additionally, the PCA will support other administrative tasks such as identifying expiring Standard Written Orders (SWO’s), expediting potential ASSURE system returns, maintaining user access and notifications, and fixing technical errors with patient unique identification codes and other system errors. The PCA will serve as the primary point of contact for driving metrics on patient connectivity and compliance. 

The schedule for this role is Tuesday - Saturday, with potential to rotate shifts.

*Weekend availability is required.

ESSENTIAL DUTIES

• Provide patient outreach and advocacy for Kestra CareStation® usage and compliance 
• Educate patients on the importance of wearing the ASSURE® system
• Submit End of Use forms for patients identified as unreachable
• Act as a liaison between other departments for reporting end of use, retrievals, device malfunctions, and other needs
• Connect patients to Kestra CareStation after initial WCD delivery
• Evaluate patients during Kestra CareStation® delivery for future educational needs
• Communicate to the Care Coordinator team regularly on findings of patient compliance and the correlation back to fit and train needs
• Address early end-of-use and other reasons for discontinuation of the ASSURE® system
• Identify when patients need an SWO renewal and assist in informing the field team to obtain an updated order
• Bridge patient compliance into following months after the first 30 days
• Work closely with the Billing and Collections team to ensure that the Kestra CareStation® usage relates back to claims dropped
• Help with the software integrations from A to Z on CareStation® usage, transmitting, and billing notifications
• Provide additional support and administration in Arena, Salesforce, Bonafide, and other software systems
• Document and update patient records with relevant notes in Salesforce
• Participate actively in training sessions and workshops to stay updated with the latest operational changes and industry practices
• Document process changes and update Standard Operating Procedures regularly to reflect the most current practices in Arena
• Embrace a culture of continuous learning and adaptability to thrive in a rapidly evolving work environment
• Adhere to Pledge of Confidentiality
• Information regarding a patient of this company shall not be released to any source outside of this company without the signed permission of the patient. Furthermore, information will only be released internally on a need-to-know basis. All Team Members will not discuss patient cases outside the office or with anyone not employed by this company unless they are directly involved with the patient’s case.

COMPETENCIES

• Passion: Contagious excitement about the company - sense of urgency, commitment to continuous improvement
• Integrity: Commitment, accountability, and dedication to the highest ethical standards.
• Collaboration/Teamwork: Inclusion of Team Member regardless of geography, position, and product or service.
• Action/Results: High energy, decisive planning, timely execution.
• Innovation: Generation of new ideas from original thinking.
• Customer Focus: Exceed customer expectations, quality of products, services, and experience always present of mind.
• Emotional Intelligence: Recognizes, understands, manages one’s own emotions and is able to influence others. A critical skill for pressure situations.

QUALIFICATIONS

Education/Experience Required:

• Weekend availability
• Associate degree or equivalent combination of related education and experience
• Prior experience working as a patient-facing educator and coordinator
• 1+ years of experience working in electrophysiology, cardiology, nursing, and/or the medical device field
• Knowledge of MS Office, Egnyte, Excel, PowerPoint, MS Teams, DocuSign, Bonafide, and Salesforce
• Knowledge of software applications on an iOS or Android devices
• Basic understanding of field-based training processes
• Excellent customer-facing communication skills with a balanced temperament
• Ability to write and improve on Standard Operating Procedures (SOP’s)
• Willingness and ability to work cross-functionally
• Ability to consistently work remotely
• Keen understanding of commercial sales environment and service-level expectations
• Highly organized and known for being service and detail-orientated
• Strong clinical understanding of Sudden Cardiac Arrest (SCA) and heart-failure
• Ability to have a conversational style approach with outgoing calls to patients for outreach patient advocacy and compliance topics
• Team player in a fast-paced and changing environment
• Strong relationship builder with high integrity of work ethic
• Ability to analyze data that will drive continuous improvement efforts for service expectations
• Passionate about the heart-failure space and a strong desire to make a difference
• Interest and desire for life-long learning to continuously improve over time
• Ability to provide instruction and instill confidence in ASSURE® patients with demonstrated patient care skills

Preferred:

• Experience working in medical devices, pharmaceuticals, or the medical industry
• Shared filing systems and collaborative working software

SUPERVISORY RESPONSIBILITES

• None

 WORK ENVIRONMENT

• Indoor open office environment
• Minimal noise volume typical to an office environment
• Extended/overtime hours when needed
• Kestra manufactures and provides life-saving products regulated by the Federal Food and Drug Administration and under contract with Medicare.  Kestra maintains a drug free workplace and testing is a condition of employment.

PHYSICAL DEMANDS

• Frequent repetitive motions that may include wrists, hands and/or fingers, such as keyboard and mouse usage
• Frequent stationary position, often standing or sitting for prolonged periods of time
• Frequent computer use
• Frequent phone and other business machine use

TRAVEL

• Occasional domestic travel by car/and or air required, up to 10%.

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.

Kestra offers a very competitive benefit package including Medical, Dental, 401K with Match, etc.

Pay equity is an important part of Kestra’s Culture. Our compensation ranges are guided by national and local salary surveys and take into consideration experience level and internal equity. Each role is benchmarked based on the job description provided. If your qualifications and/or experience level are outside of the posted position, we encourage you to apply as we are growing fast and roles that are coming soon may not be posted.

Salary: Annualized between $69,000 - $75,000 (or $33-$36 per hour) . Depending on experience and location.

Kestra Medical Technologies is an equal opportunity employer. Kestra Medical Technologies does not discriminate on the basis of race, color, religion, national origin, veteran status, disability, age, sexual orientation, gender identity and/or expression, marital status, or any other characteristic protected by law.

We are unable to sponsor or take over sponsorship of employment visas at this time. Applicants must be eligible to work for any employer in the U.S.

Kestra manufactures and provides life-saving products regulated by the Federal Food and Drug Administration and under contract with Medicare.  Kestra maintains a drug free workplace and testing is a condition of employment.