Care Coordinator Supervisor - Nationwide Opportunities

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 Care Coordinator Supervisor (CCS) serves as the leader for an assigned geography overseeing a team of Care Coordinators (CC) and other service personnel. A key focus of this role is on improved effectiveness of the service processes that pertain to managing a team of contracted Assure Patient Specialists (APS) and care coordination programs providing timely and compliance service to our patients. The CCS collaborates with the field sales team to ensure that patient fittings and post fitting follow-up activities are executed meeting performance expectations. Responsible for replicated on-going team training for both the care coordinator team and the APS's to scale with field-based roles and responsibilities centered on patient care. Leverages clinical expertise of the care coordination team to supporting patient care and other educational programs. Works in partnership with the Training team, so additional resources can be leveraged for improved consistency of Service initiatives. Strategically implements KPI's to support commercial growth while aligning to our patient first culture. Develop key relationships and gains a greater understanding of internal stakeholders to ensure high performance and cross-functional effectiveness as the organization works to achieve the same mission.

ESSENTIAL DUTIES:

• Ensure consistent on-boarding and training of our Assure Patient Specialists
• Leverage Salesforce data to drive service performance
• 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
• Host key stakeholder calls for care coordination teams collaboration and operational efficiencies
• Act as a liaison between different departmental functions where service is needed to leverage process improvement and efficiencies in the field
• Effectively and regularly disseminate strategic initiatives to field sales
• 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
• Lead weekly Care Coordinator and support staff meetings to calibrate processes nationally
• Provide guidance on peer-to-peer and physician-led education initiatives
• Analyze data for strategic insights and future care coordinator programs
• Liaison with the Regional Sales Leaders, District Managers, and Market Development partners on field-based support initiatives
• Continually enhance field-based service effectiveness, efficiencies, and educational programs
• Achieve KPI metrics as sales support and training programs scale and become measurable
• Lead talent development and succession planning
• Leverage technical and clinical resources for our customers and sales team
• Develop on-going process improvements and role refinement as we continue to scale

COMPETENCIES:

• Passion: Contagious excitement about the company - sense of urgency. Commitment to continuous improvement
• Integrity: Commitment, accountability, and dedication to the highest ethical standards
• Emotional Intelligence: Recognizes, understands, manages one's own emotions and can influence others. A critical skill for pressure situations
• Interest and desire for life-long learning to continuously improve over time
• Collaboration/Teamwork: Inclusion of Team Member regardless of geography, position, and product or service
• Customer Focus: Exceed customer expectations, quality of products, services, and experience always present of mind
• Ability to understand and align to commercial goals nationally
• Action/Results: High energy, decisive planning, timely execution
• Strong interpersonal skills with communicating and assisting clinicians with providing care for patients
• Team oriented approach
• Ability to provide project management goals, while working with multiple projects simultaneously
• Innovation: Generation of new ideas from original thinking

QUALIFICATIONS:

• Ability to consistently work remotely
• Understanding of hospital environment, IDN's, patient continuums, and account conversions
• Documentation of vaccination and immunization status
• Must be able to achieve credentialing for hospital system entry including, but not limited to:
  • Documentation of vaccination and immunization status
  • Pass background check
  • Pass drug screening testing
  • Review and agree to hospital policies and procedures
  • Completion of online courses, i.e., HIPAA, Bloodborne Pathogens and Electrical/Fire Safety
• Minimum 2 years of patient education, and/or clinician education
• Strong clinical and product training background
• Strong understanding of training processes from a scalability and an operations perspective
• Excellent presentation and public speaking skills
• Keen understanding of navigating cross-functional relationships within the organization
• Minimum 2 years experience in service, analytics, sales operations, and/or a sales support role
• Review and agree to hospital policies and procedures
• Excellent sales operations, service-style approach, project management accountability, and the ability to handle multiple projects simultaneously
• Valid driver's license in state of residence with a good driving record
• Bachelor's degree; preferably in the sciences or business
• Pass drug screening testing
• Ability to continuously improve processes for greater efficiencies
• Minimum 2 years industry experience in medical device, pharmaceuticals, or a comparable commercial healthcare setting
• Minimum 2 years of experience in electrophysiology, cardiology, nursing, and/or working in cardiac medical device
• Completion of online courses, i.e., HIPAA, Bloodborne Pathogens and Electrical/Fire Safety
• Minimum 2 years of proven track record of people management with both direct and indirect reports
• Pass background check

Preferred:

• Experience with MS Teams
• Experience working closely with Sales Leaders and Territory Managers in the field
• Knowledge of MS Office
• Start-up experience with the ability to execute on a strategy with clear direction and communication across the organization
• Mission-driven for improving heart failure patients' quality of life

PHYSICAL DEMANDS:

• Drug-free
• Ability to travel
• Frequent computer use
• Frequent phone and other business machine use
• Occasional bending and stooping
• Ability to lift up to 40 pounds unassisted, at times from in and out of vehicle
• Frequent stationary position, often standing or sitting for prolonged periods of time
• Frequent repetitive motions that may include wrists, hands and/or fingers, such as keyboard and mouse usage

TRAVEL:

• Frequent domestic travel by car/and or air required, at times more than 50%

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.

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: $120,000. 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.