Clinical Care Supervisor

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 Clinical Care Supervisor (CCS) serves as the leader for an assigned area overseeing a team of Care Coordinators (CC), Care Advocates (CA), and other Care service personnel.  A key focus of this role is on improved effectiveness of the service processes related to contracted Assure Patient Specialists (APS) and field programs providing timely service to our patients.  The CCS collaborates with the field sales leaders and team members to ensure that patient fittings and post fitting follow-up activities are executed to performance expectations. CCSs will strategically implement programs to support our commercial growth while aligning to our patient-first culture.  CCSs must develop key relationships and gain greater understanding of internal and external stakeholders to ensure a high-performance environment with continued cross-functional collaboration.

ESSENTIAL DUTIES:

• Lead weekly Care team huddles and support staff meetings to calibrate on our processes.
• Host key stakeholder calls for the Care teams to ensure collaboration and operational efficiencies.
• Develop on-going process improvements and role refinement as we continue to scale.
• Ensure consistent on-boarding and training of our Assure Patient Specialists.
• Achieve metrics as sales support and training programs scale and become measurable.
• Liaise with our commercial partners on field-based initiatives.
• Leverage Salesforce data to drive service performance.
• Analyze data for strategic insights and future service programs.
• Lead talent development and succession planning for assigned team.
• Act as a liaison between different departmental functions where service is needed to leverage process improvement and efficiencies in the field. 
• Leverage technical and clinical resources for our customers and sales team.
• Continually enhance field-based service effectiveness, efficiencies, and educational programs.
• Effectively and regularly disseminate strategic initiatives to field sales teams.
•  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 can influence others. A critical skill for pressure situations.
• Strong interpersonal skills with communicating and assisting clinicians with providing care for patients.  
• Interest and desire for life-long learning with a goal of continuous improvement.  
• Ability to effectively multi-task and manage competing priorities.  
• Ability to understand and align to national commercial goals. 

Requirements

QUALIFICATIONS:

• Bachelor’s degree; preferably in the sciences or business.
• Minimum 2 years of experience in electrophysiology, cardiology, nursing, and/or working in cardiac medical device.
• Minimum 2 years industry experience in medical device, pharmaceuticals, or a comparable commercial healthcare setting.
• Minimum 2 years experience in service, analytics, sales operations, and/or a sales support role.
• Minimum 2 years of patient education, and/or clinician education.
• Strong clinical and product training background.
• Excellent presentation and public speaking skills.
• Keen understanding of navigating cross-functional relationships within the organization.
• Ability to continuously improve processes for greater efficiencies.
• Understanding of hospital environment, IDN’s, patient continuums, and account conversions.
• Excellent sales operations, service-style approach, project management accountability, and the ability to handle multiple projects simultaneously.
• Strong understanding of training processes from a scalability and an operations perspective.
• Valid driver’s license in state of residence with an acceptable driving record.
• Ability to consistently work remotely. 
• Post-offer, 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.

Preferred:

• Minimum 1 years of proven track record of people management with both direct and indirect reports.
• Experience working closely with sales leaders and sales team members in the field. 
• 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.
• Knowledge of MS Office, including MS Teams.

PHYSICAL DEMANDS:

• Ability to travel.
• Frequent repetitive motions that may include wrists, hands and/or fingers, such as keyboard and mouse usage.
• Frequent stationary position, often standing or sitting for prolonged periods of time.
• Frequent computer, 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.
• 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.

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.

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 at $120,000 plus bonus and car allowance. 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, age, sexual orientation, gender identity and/or expression, marital status, disability, physical or mental 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.