[Hiring] Orthopedic Account Management Specialist @ROM TECHNOLOGIES INC

Role Description

The Orthopedic Account Management Specialist serves as the primary point of contact for physician offices and Durable Medical Equipment (DME) partners within an assigned territory. This role supports ROMTech’s growth and patient care objectives by ensuring accurate order processing, facilitating communication between provider offices and internal teams, resolving account and patient-related issues, and delivering a high level of customer service throughout the patient journey. The Orthopedic Account Management Specialist helps drive successful patient outcomes by supporting providers utilizing ROMTech’s Clinician guided at-home rehab solutions and ensuring that required documentation, processes, and account activities are completed accurately and efficiently.

Key Responsibilities

• Serve as the primary point of contact for assigned physician offices and DME partners, providing responsive support and issue resolution.
• Ensure all W-2 and DME orders are complete and contain all required documentation, including patient demographics, insurance information, clinical documentation, detailed written orders, and Letters of Medical Necessity (LMNs).
• Manage DME orders and coordinate directly 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 as required.
• 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 appropriate routing of information within ROMTech systems.
• Coordinate with internal departments to facilitate timely resolution of provider, DME partner, and patient inquiries.
• Manage medical exception requests by gathering required clinical documentation, submitting requests for review, coordinating approvals, and communicating outcomes to stakeholders.
• Process and manage patient write-off requests related to ROMTech errors, obtaining required documentation and approvals.
• Manage Level 1 Intake escalations related to missing order documentation, obtaining records from physician offices and DME partners and uploading documentation into designated systems.
• Manage Level 2 Revenue Cycle Management escalations by obtaining required documentation and facilitating prior authorization processing.
• Review and complete assigned Requests from Other Groups, including logistics issues, surgery changes, order concerns, patient contact issues, and documentation requests.
• Provide billing-related support to physician offices and patients, including explanations of billing processes, patient financial responsibility estimates, and issue resolution.
• Manage patient treatment extension requests by obtaining supporting documentation, coordinating approvals, and ensuring approved treatment time is accurately applied.
• Maintain accurate, complete, and current account information within the company CRM platform.
• Partner with Outside Sales Representatives to onboard new physician accounts and office staff and ensure successful adoption of ROMTech processes.
• Proactively engage physician offices demonstrating reduced prescribing activity to identify opportunities for re-engagement and additional support.
• Generate and distribute monthly account reports, reconcile order activity, identify discrepancies, and obtain outstanding documentation as needed.
• Manage DME SWAP and RMA requests, coordinate approvals, communicate with DME partners, and facilitate resolution and payment processing activities.
• Manage patient prescription requests received through Customer Service or Business Development by coordinating with physician offices to obtain prescriptions and initiate account onboarding activities.

Qualifications

• 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 while effectively collaborating with cross-functional teams.
• Ability to handle confidential patient and business information with discretion and professionalism.

Requirements

• Two (2) 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.

Preferred Qualifications

• Knowledge of healthcare documentation requirements, reimbursement processes, or durable medical equipment operations.
• Experience supporting physician offices, healthcare providers, or medical device organizations.
• Experience working within patient management, intake, revenue cycle, or healthcare operations environments.
• Familiarity with IOMS, CRM platforms, or similar healthcare technology systems.

Education Requirements

• Associate’s degree or Bachelor's degree in Business, Healthcare Administration, Communications, Sales, Marketing, or a related field (Preferred).

Physical Demands and Working Conditions

• Ability to sit at a computer terminal for an extended period.
• Moderate noise (i.e., phone calls, online meetings, computer audio).
• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Regular, predictable attendance is required.
• Must be able to communicate clearly and professionally in both verbal and written formats.
• Must be able to engage in active listening and express ideas effectively in person, by phone, and via virtual meetings.