Patient Care Coordinator

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 Coordinator (PCC) leads the coordination of patient fitting activities in support of the sales organization.  The PCC will serve as the local point of contact and a field technical resource to provide effective and efficient service of patient fittings. PCCs will be responsible for developing key fitter relationships and serve as primary contact based on regional needs for the dispatching process.

ESSENTIAL DUTIES

• Act as liaison between corporate headquarters dispatching for fitter requests and local assignments
• Review and submit the 1099s Assure Patient Specialists (APS) invoices
• Ensure we meet timely Service Level Agreements (SLA) for open work orders including initial fittings and follow-up tasks
• Ensure the APS cap per month for fittings is maintained
• Assist in the oversight of the fitter certification process
• Work with APS team on availability of hours for fittings
• Coordinate and report on activities to ensure a streamlined certification process and fitter readiness as the regional demand for service grows
• Track metrics for continuous improvement on service and fit and train processes
• Track and document in Salesforce our multi-step fitter certification process
• Work with operations and IT to drive improvements to our A-Z software platform from a fitter and dispatching perspective

• 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.

REQUIREMENTS: 

Education/Experience Required:

• Weekend availability
• Bachelor’s degree. Comparable work experience may be substituted for a degree
• Knowledge of MS Office, Excel, PowerPoint, MS Teams.
• Excellent presentation and public speaking skills with a clear and simple communication style
• Strong interpersonal and communication skills
• Basic understanding of field-based training processes
• Keen understanding of commercial sales environment and service-level expectations
• Ability to work in a fast-paced and changing environment
• Interest in taking complex processes and breaking them down into simple and repeatable processes
• Ability to analyze data that will drive continuous improvement efforts for service expectations
• Interest and desire for life-long learning  
• Ability to understand and contribute to commercial goals nationally and within an assigned region
• Ability to provide instruction and instill confidence in Assure patients with demonstrated patient care skills
• Highly organized, service and detail orientated
• Strong project management and multi-tasking skills
• Ability to consistently and effectively work remotely

Preferred:

• Direct cardiac patient care experience – RN, RT, CVIS, Paramedic, CRM
• Experience working in sales, or a sales support role

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, hand 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
• Occasional bending and stooping

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.