Healthcare Account Manager

Position Summary

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. The CVAUSA Account Manager will coordinate patient referrals, resolve operational issues, and ensure a high-quality experience for both patients and physician practices. The role serves as a day-to-day operational liaison between cardiology practices and internal clinical, onboarding, operations, and support teams. Success is measured by service quality, accuracy, responsiveness, and partner satisfaction, not by selling or quota-based activity.

Key Responsibilities:

Account & Relationship Management

• Serve as the primary day-to-day contact for CVAUSA practices regarding patient care coordination, operational questions, and service support
• Act as a liaison between physician offices and ROMTech internal teams (clinical, operations, onboarding, customer support)
• Ensure accurate communication and follow-through across all stakeholders involved in patient care
• 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 and manage patient or practice concerns related to service, documentation, or coordination of care
• Investigate issues, coordinate internal resolution, and provide timely follow-up
• Track and trend issues to identify process gaps and recurring challenges

Operational Support & Order Management

• Manage routine account requests such as order status, documentation needs, and general practice inquiries
• Collect, review, and validate healthcare documentation (referrals, authorizations, clinical records)
• Navigate EHRs and internal systems to verify patient and order information
• Other duties as assigned

Reporting & Workflow Improvement

• Prepare and share regular reports related to order volume, service performance, issue trends, and turnaround times
• Identify opportunities to improve workflows, patient experience, and practice satisfaction
• Partner with leadership and cross-functional teams to implement operational improvements

Qualifications:

Required

• Bachelor’s degree or equivalent experience in healthcare administration clinical operations, patient services, or a related field
• 3 years of experience in account management, healthcare account support, client services, care coordination, provider relations, or customer success or B2B environment
• Strong understanding of healthcare workflows, medical documentation requirements (HIPPA), 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

Preferred

• Experience supporting physician practices or healthcare systems
• 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

Skills & Core Competencies

• Provider and patient relationship 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
• Data-driven reporting and analytical skills
• Professional judgment, discretion, and accountability