Patient Care Advocate
About The Position
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. Weekend availability is required.
Requirements
- Weekend availability
- Associate degree or equivalent combination of related education and experience
- Prior experience working as a patient-facing educator and coordinator
- 1+ years of experience working in electrophysiology, cardiology, nursing, and/or the medical device field
- Knowledge of MS Office, Egnyte, Excel, PowerPoint, MS Teams, DocuSign, Bonafide, and Salesforce
- Knowledge of software applications on an iOS or Android devices
- Basic understanding of field-based training processes
- Excellent customer-facing communication skills with a balanced temperament
- Ability to write and improve on Standard Operating Procedures (SOP’s)
- Willingness and ability to work cross-functionally
- Ability to consistently work remotely
- Keen understanding of commercial sales environment and service-level expectations
- Highly organized and known for being 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
- Team player in a fast-paced and changing environment
- Strong relationship builder with high integrity of work ethic
- Ability to analyze data that will drive continuous improvement efforts for service expectations
- Passionate about the heart-failure space and a strong desire to make a difference
- Interest and desire for life-long learning to continuously improve over time
- Ability to provide instruction and instill confidence in ASSURE® patients with demonstrated patient care skills
Nice To Haves
- Experience working in medical devices, pharmaceuticals, or the medical industry
- Shared filing systems and collaborative working software
Responsibilities
- 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
Benefits
- Medical
- Dental
- 401K with Match
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
