Customer Order Trainer & Administrator

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 Customer Order Trainer & Administrator plans and documents processes and standard operating procedures for the Order Processing Team to develop shared knowledge bases. This role contributes to establishing a quality assurance process to ensure all Order Processing Team Members consistently process provider orders accurately and promptly. Uses knowledge and experience with DME payors to outline effective order processing procedures and strategies.  Treats all interactions with our customers in an empathetic, patient, and professional manner.   The Customer Order Administrator provides training to support new hires, new processes, new procedures, and/or continued education training as requested.  This may also include participating in or partnering to develop improved system capabilities, functional process improvements, and system evaluations, to name a few.

Requirements

• Identify, recommend, develop, and implement training documentation and programs for each functional area within the Order Processing Team (order intake, benefit verification, prior authorization, and clinical review).
• Establish training content and timelines for Team Members with varying levels of seniority, inclusive of individual contributors, supervisors, and management groups.
• Design standard operating procedures for initiating and completing order processing, as well as conducting insurance verification, and obtaining all documentation and clinical information required by payors to provide prior authorizations for Kestra customers.
• Perform Order Processing duties as needed.
• Enhance organizational ability to work with payors effectively and efficiently and to fully understand and navigate the requirements of payors for the benefit of our customers.
• Assess and act on feedback from Quality Assurance teams to ensure continuous process improvements through upskilling or retraining.
• Identify needs for reconfiguring (minor or significant) order processing procedures based on customer requests and data.
• Demonstrate and execute on Kestra’s code of conduct, supporting a culture of inclusion and engagement.
• 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.

QUALIFICATIONS:

Education/Experience Required:

• High School Diploma or GED
• Minimum of four (4) years of experience in customer order processing (intake, referral management, benefits verification)
• Minimum of two (2) years of experience in developing and enhancing departmental training programs, processes, and procedures
• Proficient at using Salesforce as an inside customer service platform
• Proficiency in digital communication platforms (Microsoft Teams)

Preferred:

• Experience defining user requirements for Customer Service/support systems or programs
• Experience developing training materials for DME

WORKING CONDITIIONS:

• Fast-paced remote work environment
• Extended hours as needed, to include nig