Product Returns Specialist

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 Product Returns Specialist (PRS) is primarily responsible for ensuring prompt return of the company’s medical devices which are rented by our patients. This role regularly communicates with patients and field sales team members, as well as health care practitioners to ensure patients who no longer need our medical devices and are ready to return them to help them do so easily and quickly. The daily focus of the PRS is communicating with patients in a positive and up-beat manner to arrange for the returns of Kestra products and to create a detailed log of any transactions with customers, as well as promptly following up with customers and Field Sales correspondences. Having excellent customer service and communication skills is a must. You will be working as a member of a team and, thus, the ability to work very well with others is essential.

Collaborate with creators of reports to develop tools, facilitating the role’s ability to identify patients who may need assistance with determining discharge dates, product usage and returns.

• Use a Customer Relations Management (CRM) System to access patient information and to document interactions with patients, their support network, field sales personnel, and health care providers.

• Communicate with customers using empathy and compassion type soft skills.

• Escalate customer communications outside of scope.

• Facilitate returns using various methods including FedEx and collaborating with local Kestra team members.

• Comply with the Health Insurance Portability Accountability Act’s (HIPAA) Privacy Rule and all other applicable statutes, rules and regulations intended to protect the privacy of patients.

• Adhere to Pledge of Confidentiality

• o 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.

Requirements

Education/Experience Required:

• High School Diploma or GED

• One (1) or more years of experience in customer service making outbound calls and receiving inbound calls

• Excels in conveying empathy, patience, and caring over the phone with customers

• Exceptional soft skills

• Highly accurate with pertinent information. e.g., reference #s, dates, spelling of names, ID#s, phone #s, email addresses

• Consistently detailed oriented and thorough.

• Strong written and verbal communication skills, to include excellent grammar

• Strong multi-tasking skills

• Strong organizational and prioritization skills, with strong ability to meet strict deadlines

• Proficient typing skills

• Proficient with Microsoft Word, Microsoft Outlook, Adobe Acrobat, general internet research, and beginner knowledge of Microsoft Excel

Work Environment:

• Remote, yet fast paced work environment

• Drug-free

• Occasionally work one-day on weekends

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

• Occasional bending and stooping

• Occasional lifting up to 20 pounds

Travel:

• Occasional travel, less than 5%

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 $55,000 and $62,000. 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.