Orthopedic Account Management Specialist

Rom Technologies•Clearwater, FL

3d•Remote

About The Position

The Orthopedic Account Management Specialist is the primary 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 between provider offices and internal teams, resolving account- and patient-related 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 efficiently and accurately. The role also supports account onboarding and adoption, maintains account records, responds to escalations and inquiries, and coordinates documentation and approvals for a range of patient, billing, treatment, and equipment needs. It is a W-2, exempt position based in the United States and performed from home.

Requirements

Two or more 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.
Required education: none.
Required licenses or certifications: none.

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 issue resolution.
Ensure W-2 and DME orders are complete and include required patient, insurance, clinical, written-order, and Letter of Medical Necessity documentation.
Manage DME orders and coordinate with DME partners to resolve documentation deficiencies, order discrepancies, and processing issues.
Maintain current Medicare and commercial Letters of Medical Necessity for assigned prescribing physicians and obtain missing documentation.
Educate and train physicians and office staff on ROMTech ordering processes, documentation requirements, and workflow updates.
Manage surgery reschedules and cancellations, ensuring accurate documentation and routing within 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; obtain records from physician offices and DME partners and upload them into 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 explanations of billing processes, estimates of patient financial responsibility, and issue resolution.
Manage patient treatment extension requests by obtaining supporting documentation, coordinating approvals, and ensuring approved treatment time is applied 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.
Proactively contact physician offices with reduced prescribing activity to identify opportunities for re-engagement and support.
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.
Manage patient prescription requests received through Customer Service or Business Development by coordinating with physician offices to obtain prescriptions and initiate account onboarding.
Participate in process improvement initiatives to improve account management efficiency, customer satisfaction, and operational effectiveness.
Assist with territory-specific projects, reporting, training, and special assignments.
Support cross-functional teams during periods of increased business need or organizational change.
Perform other related duties as assigned to support operational and business needs.