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 Care Advocate (CA) will be responsible for leading the efforts of patient connectivity to our remote patient monitoring system, Kestra CareStation®. The CA will be facilitating usage by reaching out to patients who are identified as not showing any current usage and attempt to get them reconnected, as well as answer any needs they may have. Additionally, the CA will support other administrative tasks such as obtaining discharge dates for patients fit with the WCD while inpatient, help identify any expiring Standard Written Orders (SWO’s), help expedite potential ASSURE system returns, and support the Care Coordination team in dispatching work orders to the field team. The CA will serve as the primary point of contact for driving metrics on patient connectivity and compliance.
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 CS usage, transmitting, and billing notifications
- Provide additional support and administration in Arena, Salesforce, Bonafide, and other software systems
- Assist in obtaining patient discharge information through thorough follow-up and verification processes
- Monitor discharge timelines for patients that are still inpatient
- Coordinate with the commercial field team to provide up to date delivery documents to the Billing and Collections team
- 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
- 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 emotions and can influence others. A critical skill for pressure situations.
- Keen understanding of commercial sales environment and service-level expectations
- Highly organized, 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
- Clear, neutral, and simple communication style
- Team player in a fast-paced and changing environment
- Strong relationship builder with high trust and integrity of work ethic
- Ability to work cross-functionally between different departments
- Ability to analyze data that will drive continuous improvement efforts for service expectations
- Basic understanding of field-based training processes
- Passionate about the heart-failure space and a strong desire to make a difference
- Experience working in sales, or a sales support role preferred
- Interest and desire for life-long learning to continuously improve over time.
- Ability to understand and contribute to commercial goals within the assigned regions
- Ability to provide instruction and instill confidence in ASSURE® patients with demonstrated patient care skills
Qualifications:
Education/Experience Required:
- Associate degree or higher
- Excellent customer facing communication skills and with a balanced temperament
- Ability to write and improve on standard operating procedures (SOP’s)
- Excellent communication skills and cross-collaboration within different departments
- Ability to consistently work remotely
- Valid driver’s license in state of residence with a good driving record
Preferred:
- Bachelor’s degree
- Prior experience working as patient facing educator
- 1+ years of experience working in electrophysiology, cardiology, nursing, and/or the medical device field
- Experience working in medical device, pharmaceutical, or the medical industry
- Knowledge of MS Office, Egnyte, Excel, PowerPoint, MS Teams, DocuSign, Bonafide, and Salesforce
- Knowledge of software applications on an iOS or Android devices
- Shared filing systems and collaborative working software
Work Environment
- Must be able to work in home office conditions
- Extended 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
- Fully remote work from home
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 $65,000 and $72,000. 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.