Patient Care Specialist - Technical Support (PST hours)

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 Specialist - Technical Support (also titled, Technical Support Specialist) 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 Patient Care Specialist - Technical Support (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.