Orthopedic Account Management Specialist

At ROMTech, we are transforming rehabilitation through innovative technology and exceptional patient support. We are committed to helping patients achieve better outcomes through Clinician guided at-home rehab while delivering an outstanding experience throughout their recovery journey.

ROMTech is a medical technology company that has created and patented a revolutionary medical device and telemedical platform which delivers in-home rehabilitative care. Our disruptive technology has proven to yield faster recoveries and better outcomes with unmatched patient compliance. We began in orthopedics and have entered scale-up of our orthopedic business. We are now leveraging our core technology, infrastructure, and first mover position to enter cardiology, followed by other adjacent markets. Having created this new lane, we have a unique opportunity to serve as the global leader in the business, technology, and science of recovery, and to bring life-changing help to many millions of people.

Position Title: Orthopedic Account Management Specialist
Department: Sales
Reports To: Director of Orthopedic Sales
Location / Work Environment: United States (Work-from-Home)
Worker Classification: W2 Employee
FLSA Status: Exempt
Job Level: Standard

Job Purpose

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

Essential Duties

• 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.

Other Functions

• Participate in process improvement initiatives designed to improve account management efficiency, customer satisfaction, and operational effectiveness.
• Assist with territory-specific projects, reporting initiatives, training activities, and special assignments.
• Support cross-functional teams during periods of increased business need or organizational change.
• Performs other related duties as assigned to support operational and business needs.

Qualifications

Skills and Abilities

Required

• 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.

Preferred

• 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.

Work Experience Requirements

Required

• 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

• Experience in the medical device, healthcare services, durable medical equipment (DME), orthopedic, rehabilitation, or healthcare technology industry.
• Experience supporting physician practices, provider networks, or healthcare customers.

Education Requirements

Required

• None.

Preferred

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

License and Certification Requirements

Required

• None.

Preferred

• Relevant healthcare, customer success, sales operations, or account management certifications.

Physical Demands and Working Conditions

Office Environment

• 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.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reasonable accommodation requests must be made in writing by emailing people@romtech.com