Patient Care Specialist - Technical Support

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 Technical Support Specialist (TSS) provides technical support to Kestra customers who rely on our medical devices, including patients, medical professionals, as well as sales representatives primarily via the telephone. This role manages day to day incoming patient and Health Care Professional questions, product concerns and participates in the after-hours call rotation schedule. A TSS is responsible for identifying customer support issues and working with the customer and others to successfully triage and troubleshoot customer issues, report product issues and concerns to product development managers, and contribute to the knowledge base. A TSS demonstrates compassionate patient communication skills, thorough medical and product knowledge, and provides superior customer service to facilitate resolution of customer concerns. This position works closely with Sales, Marketing, Quality Assurance, and the Research and Development Teams to address customer concerns, determine corrective action and customer follow-up. This position blends technical knowledge, problem solving, and sincere customer service.

Requirements

Essential Duties:

• Respond to all wearable cardiac defibrillator use-related inquiries and complaints, troubleshoot, and resolve as needed with the appropriate level of urgency and patience.
• Collaborate with patients, their personal care members, their health care team and other Kestra team members toward assisting with best practices to keep patients using the WCD as directed by their prescriber.
• Document all inquiries, complaints, resolutions, and follow-up with customers in the CRM, SalesForce.
• Support Sales, Marketing, and Customer Service by helping to resolve customer product issues and customer concerns.
• Responsible for initiating, coordinating product replacements and returns, and beginning the process of potential product review.
• Create new clinics within the remote monitoring system. Assist other remote system users in troubleshooting. Prepare patient Reports as requested.
• Continuously update tools relevant to the position as requested.
• Review and complete proficiency testing applications prior to deadlines.
• Maintain product references and contribute to a product issues resolution knowledge base.
• Assist in completing the Patient Registry.
• Facilitate returns upon notification. Utilize FedEx to coordinate when optimal for patients. Identify unreturned products with recorded End of Service &/or expired Length of Need for either return or prescription renewal.
• Collaborate with Operations to facilitate backfill of product shortages
• Assist in the training of additional team members.
• Perform duties in compliance with established business and regulatory policies.
• Conducts video conference calls.
• 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.
• Superior communication (speaking and listening) and interpersonal skills.

Qualifications:

• 2+ years of experience working in patient care/support
• Experience in working with a HIPAA regulated environment
• Bilingual in Spanish/English
• Demonstratable professional telephone etiquette
• Solid organizational/time management skills
• Superior follow up skills
• Proficient Microsoft Office and other enterprise software system skills with the ability to quickly learn new programs and/or modifications to the existing system

Preferred:

• Two or more years’ experience working remotely
• Proficient at using Salesforce as an inside customer service platform
• Experience in providing technical support for medical devices

Working Conditions:

• Monthly on-call shifts to include nights and weekends
• Extended hours as needed
• May have frequent interruptions to assist customers or team members
• Fast paced environment
• Drug-free

Physical Demands:

• Frequent repetitive motions that may include wrists, hands and/or fingers, such as keyboard and mouse usage
• Frequent stationary position, often sitting for prolonged periods of time
• Frequent phone and other business machine use
• Occasional bending and stooping
• Occasional lifting up to 20 pounds

Travel:

• Occasional travel 10% or less

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 $65,000 and $72,000. 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.