Orthopedic Account Management Specialist

ROM TECHNOLOGIES INC•Clearwater, FL

5d•$50,000 - $65,000•Remote

About The Position

The Orthopedic Account Management Specialist is the primary point of contact for physician offices and Durable Medical Equipment (DME) partners in an assigned territory. The role supports ROMTech’s growth and patient-care objectives by processing orders accurately, coordinating communication across provider offices and internal teams, resolving account and patient issues, and providing customer service throughout the patient journey. The specialist supports providers using ROMTech’s clinician-guided at-home rehabilitation solutions and ensures required documentation, processes, and account activities are completed accurately and efficiently. The position is a W-2 employee role in the Sales department, reporting to the Director of Orthopedic Sales. The job details list Clearwater, Florida, while the stated work environment is United States (Work-from-Home). The role is exempt and classified as Standard. The specialist also contributes to process improvement, territory projects, reporting, training, and cross-functional support as business needs arise. The work requires regular use of a computer and telephone, clear professional communication, and predictable attendance.

Requirements

At least two years of experience in account management, customer success, healthcare operations, sales support, provider relations, patient support, or a related customer-facing role.
Experience managing multiple stakeholders and resolving customer- or account-related issues.
Exceptional verbal and written communication skills.
Strong customer service and relationship management abilities.
Ability to manage multiple priorities and deadlines in a fast-paced environment.
Strong organizational skills and attention to detail.
Ability to analyze issues, identify solutions, and follow through to resolution.
Proficiency with CRM systems and Microsoft Office applications, including Outlook, Excel, Word, and Teams.
Ability to work independently and collaborate effectively with cross-functional teams.
Ability to handle confidential patient and business information with discretion and professionalism.
No education credential is required.
No license or certification is required.

Nice To Haves

Knowledge of healthcare documentation requirements, reimbursement processes, or DME operations.
Experience supporting physician offices, healthcare providers, or medical device organizations.
Experience in patient management, intake, revenue cycle, or healthcare operations environments.
Familiarity with IOMS, CRM platforms, or similar healthcare technology systems.
Experience in the medical device, healthcare services, DME, orthopedic, rehabilitation, or healthcare technology industry.
Experience supporting physician practices, provider networks, or healthcare customers.
Associate’s or Bachelor’s degree in Business, Healthcare Administration, Communications, Sales, Marketing, or a related field.
Relevant healthcare, customer success, sales operations, or account management certifications.

Responsibilities

Serve as the primary point of contact for assigned physician offices and DME partners, providing responsive support and resolving issues.
Review W-2 and DME orders for completeness, including patient demographics, insurance information, clinical documentation, detailed written orders, and Letters of Medical Necessity (LMNs).
Manage DME orders and work with DME partners to resolve documentation deficiencies, order discrepancies, and processing issues.
Maintain current Medicare and commercial LMNs for assigned prescribing physicians and obtain missing documentation.
Educate and train physicians and office staff on ordering processes, documentation requirements, and workflow updates.
Manage surgery reschedules and cancellations, documenting and routing information in ROMTech systems.
Coordinate with internal departments to resolve provider, DME partner, and patient inquiries in a timely manner.
Manage medical exception requests by gathering clinical documentation, submitting requests for review, coordinating approvals, and communicating outcomes.
Process patient write-off requests related to ROMTech errors and obtain required documentation and approvals.
Manage Level 1 Intake escalations involving missing order documentation, obtaining records and uploading them to designated systems.
Manage Level 2 Revenue Cycle Management escalations by obtaining documentation and facilitating prior authorization processing.
Review and complete Requests from Other Groups concerning logistics, surgery changes, orders, patient contact, and documentation.
Provide billing support to physician offices and patients, including explaining billing processes, estimating patient financial responsibility, and resolving issues.
Manage patient treatment extension requests by obtaining supporting documentation, coordinating approvals, and applying approved treatment time accurately.
Maintain accurate, complete, and current account information in the company CRM platform.
Partner with Outside Sales Representatives to onboard physician accounts and office staff and support adoption of ROMTech processes.
Contact physician offices with reduced prescribing activity to identify re-engagement and support opportunities.
Generate and distribute monthly account reports, reconcile order activity, identify discrepancies, and obtain outstanding documentation.
Manage DME SWAP and RMA requests, coordinate approvals, communicate with DME partners, and facilitate resolution and payment processing.
Coordinate patient prescription requests received through Customer Service or Business Development with physician offices and initiate account onboarding activities.
Participate in process improvement initiatives to improve account management efficiency, customer satisfaction, and operational effectiveness.
Assist with territory projects, reporting initiatives, training activities, and special assignments.
Support cross-functional teams during increased business needs or organizational change.
Perform other related duties as assigned to support operational and business needs.