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, 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.
Kestra Medical Technologies, Inc does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.