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