Account Manager, CVAUSA

ROM TECHNOLOGIES INC•Clearwater, FL

22d

About The Position

The CVAUSA Account Manager plays a critical role in the management and success of ROMTech’s strategic partnership with CVAUSA and its affiliated cardiology groups. Working closely with the Director of Business Development, CVAUSA, this role supports overall account performance by ensuring exceptional patient and practice experiences, timely issue resolution, and operational excellence across the referral-to-care continuum. The Account Manager contributes directly to partner satisfaction, retention, and referral growth through proactive communication, accurate and timely reporting, and continuous process improvement.

Requirements

Bachelor’s degree or equivalent experience in healthcare administration, business, or a related field.
3+ years of experience in account management, customer success, or client services within a healthcare or B2B environment.
Strong understanding of healthcare workflows, medical documentation requirements, and patient privacy regulations.
Excellent written and verbal communication skills with a customer-focused, solutions-oriented approach.
Proven ability to manage multiple priorities, resolve issues efficiently, and meet deadlines in a fast-paced environment.
Relationship building and stakeholder management
Customer experience mindset
Account growth and retention
Issue resolution, critical thinking, and root-cause analysis
Attention to detail and documentation accuracy
Cross-functional collaboration across large teams
Data-driven reporting and analytical skills
Professional judgment, discretion, and accountability

Nice To Haves

Experience supporting enterprise or strategic healthcare accounts.
Experience working with physician practices, cardiovascular programs, or post-acute care services.
Familiarity with EHR systems, referral workflows, and healthcare reporting.
Experience supporting referral growth through service excellence and account management.

Responsibilities

Account & Relationship Management Support overall account ownership for CVAUSA in partnership with the Director of Business Development, serving as a day-to-day point of contact for operational, patient, and practice-related needs.
Act as a liaison between ROMTech internal teams (clinical, operations, onboarding, customer support) and CVAUSA and their affiliated physician practices to ensure seamless coordination and communication.
Deliver world-class service through fast response times, professionalism, and proactive problem-solving to strengthen partner trust and support sustained referral growth.
Issue Resolution & Escalation Receive, acknowledge, investigate, and resolve patient complaints and practice concerns in a timely, compliant, and professional manner.
Coordinate with internal stakeholders to identify root causes, implement corrective actions, and ensure appropriate follow-up with CVAUSA practices.
Track, document, and trend patient and practice issues to identify systemic gaps, inform corrective actions, and support continuous improvement across CVAUSA workflows.
Operational Support & Order Management Manage routine account requests, including order status inquiries, requests for additional information, and general practice questions.
Request, collect, and validate documentation required to process orders, including referrals, authorizations, and clinical records.
Access electronic health record systems and internal platforms to retrieve, review, and confirm patient and order information.
Other duties as assigned.
Reporting & Performance Monitoring Prepare and deliver monthly account and patient-level reports to CVAUSA physician groups, including order volume, service performance, issue trends, SLA adherence, and other key metrics as required.
Analyze data to identify opportunities to improve workflows, patient experience, clinical outcomes, and practice satisfaction.
Provide actionable insights and recommendations to leadership based on reporting and trend analysis.
Process Improvement & Collaboration Identify and escalate workflow, communication, or service gaps that impact patient outcomes or physician practice experience.
Collaborate with leadership and cross-functional teams to develop and implement sustainable solutions that enhance service quality, operational efficiency, and partner satisfaction.