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Salary: USD 69,000 - 75,000 / annual
Kestra Medical Technologies manufactures wearable cardiac medical devices and remote patient monitoring solutions. The Patient Care Advocate (PCA) is responsible for leading patient connectivity efforts to Kestra's CareStation remote monitoring system, serving as the primary point of contact for driving metrics on patient connectivity and compliance.
Key responsibilities include:
- Proactive outreach to patients not transmitting data to reestablish connection and address patient issues, concerns, or needs
- Patient education on the importance of wearing the ASSURE wearable cardiac system
- Administrative support including identifying expiring Standard Written Orders (SWOs), expediting device returns, maintaining user access and notifications, and resolving technical errors
- Liaison role between departments for reporting end-of-use, device retrievals, malfunctions, and other patient needs
- Connecting patients to CareStation after initial WCD delivery and evaluating patients for future educational needs
- Regular communication with Care Coordinator team on patient compliance findings and correlation to training needs
- Identifying when patients need SWO renewals and assisting field teams in obtaining updated orders
- Collaboration with Billing and Collections to ensure CareStation usage relates to claims processing
- Software administration in Arena, Salesforce, Bonafide, and other systems
- Documentation and updating of patient records and Standard Operating Procedures
- Participation in training sessions and continuous learning initiatives
- Adherence to strict patient confidentiality protocols
Weekend availability is required. The role involves occasional domestic travel (up to 10%) and extended/overtime hours when needed.
REQUIREMENTS:
- Weekend availability (required)
- Associate degree or equivalent combination of related education and experience
- Prior experience working as a patient-facing educator and coordinator
- 1+ years of experience in electrophysiology, cardiology, nursing, and/or medical device field
- Proficiency with MS Office, Egnyte, Excel, PowerPoint, MS Teams, DocuSign, Bonafide, and Salesforce
- Knowledge of software applications on iOS or Android devices
- Basic understanding of field-based training processes
- Excellent customer-facing communication skills with balanced temperament
- Ability to write and improve Standard Operating Procedures
- Willingness and ability to work cross-functionally
- Ability to work consistently remotely (note: role is in-office but requires remote work capability)
- Keen understanding of commercial sales environment and service-level expectations
- Highly organized, service and detail-oriented
- Strong clinical understanding of Sudden Cardiac Arrest (SCA) and heart failure
- Conversational, outgoing communication style for patient outreach calls
- Team player in fast-paced, changing environment
- Strong relationship builder with high work ethic integrity
- Ability to analyze data for continuous improvement
- Passion for heart-failure space and desire to make a difference
- Interest in lifelong learning
- Ability to provide instruction and instill confidence in ASSURE patients
PREFERRED:
- Experience in medical devices, pharmaceuticals, or medical industry
- Familiarity with shared filing systems and collaborative working software
