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Patient Care Advocate Supervisor at Kestra Medical Technologies, Inc. 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.. 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.. . 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:. . 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. . . Preferred:. . Minimum 1 years of proven track record of people management with both direct and indirect reports.. . Experience working closely with sales leaders and sales team members in the field.. . Start-up experience with the ability to execute on a strategy with clear direction and communication across. . the organization.. . Mission-driven for improving heart failure patients’ quality of life.. . Knowledge of MS Office suite. . Experience with MS Teams. . 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.. PHYSICAL DEMANDS:. . Ability to travel.. . 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, phone and other business machine use.. . Occasional bending and stooping. . Ability to lift up to 40 pounds unassisted, at times from in and out of vehicle.. . 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 post-offer.. . TRAVEL. Light domestic travel by car/and or air required, at times more than 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.. Company Location: United States.