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.

*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.

BENEFITS

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