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 Supervisor (PCAS) will be responsible for leading the efforts of the Patient Care Advocate (PCA)
team. The key focus of this supervisory role is to follow the patient post fitting to determine usage of our product in our
remote patient monitoring platform called Kestra CareStation® and supporting the team to find a resolution, provide
technical troubleshooting, and drive maintenance on information such as patient identification numbers, clinics, end of
service, end of use, and end of monitoring data. The PCAS collaborates with the field sales leaders and team members to
ensure that post fitting follow-up activities are executed meeting performance expectations. The ability to work in
partnership with the internal teams such as Helpline, Billing, Returns, and sales can be leveraged for improved consistency
of field service operations initiatives.
The PCAS will strategically implement metrics to support our commercial growth while aligning to our patient first
culture. Expectations will be on developing key relationships and gaining a greater understanding of internal and external
stakeholders to ensure a high-performance environment is maintained and we continue to have cross-functional
effectiveness to achieve the same mission.
The team will be facilitating outreach to patients, facilities, and the field organization where additional information is
needed to effectively follow the patient and provide documentation for an improved patient experience, returns, and
revenue cycle management. Additionally, the team will support following the patient journey for other administrative tasks
such as helping to identify upcoming renewals, expediting potential ASSURE system returns, handling unreachable patients,
and supporting the Field Services team workflows. The PCAS will serve as the primary point of contact for the internal
teams in aiding to drive metrics on patient compliance and process improvement.

QUALIFICATIONS:

• Bachelor’s degree; preferably in the sciences or business
• Minimum 2 years of experience in electrophysiology, cardiology, nursing, durable medical equipment,
• and/or working in cardiac medical device.
• Minimum 2 years’ experience in field service, analytics, sales operations, and/or a sales support role.
• Strong technical product training background.
• Excellent presentation and public speaking skills
• Keen understanding of navigating cross-functional relationships within the organization.
• Ability to continuously improve processes for greater efficiencies.
• Understanding of hospital environment, facilities, and patient continuums.
• Excellent sales operations, service-style approach, project management, high accountability, and the ability
• to handle multiple projects simultaneously.
• Strong understanding of workflow training processes from a scalability and an operations perspective.
• Valid driver’s license in state of residence with a good driving record
• Ability to consistently work remotely.
• Must be able to achieve credentialing for hospital system entry including, but not limited to:
• 
  
  
  
• Documentation of vaccination and immunization status.

• Pass background check.
• Pass drug screening testing.
• Review and agree to hospital policies and procedures.
• Completion of online courses, i.e., HIPAA, Bloodborne Pathogens and Electrical/Fire Safety

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 $85,000 - $110,000. 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

ESSENTIAL DUTIES:

• To provide oversight on patient compliance post fitting where additional documentation is required
• Follow patients in Kestra CareStation® to determine if care plans may have changed
• Work closely with the revenue cycle management team to ensure that the Kestra CareStation® usage related
• back to claims dropped
• Lead weekly Patient Care Advocate team huddles and support staff meetings to calibrate on our processes.
• Host key stakeholder calls for the Patient Care Advocate teams collaboration and operational efficiencies.
• Develop on-going process improvements and role refinement as we continue to scale.
• Achieve metrics as sales support and training programs scale and become measurable.
• Liaison with our commercial partners on field-based initiatives.
• Leverage Salesforce data to drive our service performance.
• Analyze data for strategic insights and future field service programs.
• Lead talent development and succession planning.
• Help with the software integrations from A to Z on usage, transmitting, and billing notifications
• Provide additional support and administration in Arena, Salesforce, Bonafide, and other software
• Work closely with the revenue cycle management team in resolving billing holds and renewals
• Work with patients on understanding 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, and other needs
• Evaluate patients dropping off Kestra CareStation® for future educational needs and processes
• Communicate to the Field Services 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
• Identifying when patients need an SWO renewal and assist in informing the field team to obtain an updated
• order
• Coordinate with the commercial field team to provide up-to-date delivery documents to the revenue cycle
• management 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 (SOP’s) 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 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.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises Patient Care Advocate team members including but not limited to conducting
  performance reviews, providing feedback, and helping to set professional development goals.

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.