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