Account Manager, CVAUSA

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 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. Working closely with the Director of Business Development, CVAUSA, this role supports overall account performance by ensuring exceptional patient and practice experiences, timely issue resolution, and operational excellence across the referral-to-care continuum. The Account Manager contributes directly to partner satisfaction, retention, and referral growth through proactive communication, accurate and timely reporting, and continuous process improvement.

Key Responsibilities

Account & Relationship Management

• Support overall account ownership for CVAUSA in partnership with the Director of Business Development, serving as a day-to-day point of contact for operational, patient, and practice-related needs.
• Act as a liaison between ROMTech internal teams (clinical, operations, onboarding, customer support) and CVAUSA and their affiliated physician practices to ensure seamless coordination and communication.
• 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, acknowledge, investigate, and resolve patient complaints and practice concerns in a timely, compliant, and professional manner.
• Coordinate with internal stakeholders to identify root causes, implement corrective actions, and ensure appropriate follow-up with CVAUSA practices.
• Track, document, and trend patient and practice issues to identify systemic gaps, inform corrective actions, and support continuous improvement across CVAUSA workflows.

Operational Support & Order Management

• Manage routine account requests, including order status inquiries, requests for additional information, and general practice questions.
• Request, collect, and validate documentation required to process orders, including referrals, authorizations, and clinical records.
• Access electronic health record systems and internal platforms to retrieve, review, and confirm patient and order information.
• Other duties as assigned.

Reporting & Performance Monitoring

• Prepare and deliver monthly account and patient-level reports to CVAUSA physician groups, including order volume, service performance, issue trends, SLA adherence, and other key metrics as required.
• Analyze data to identify opportunities to improve workflows, patient experience, clinical outcomes, and practice satisfaction.
• Provide actionable insights and recommendations to leadership based on reporting and trend analysis.

Process Improvement & Collaboration

• Identify and escalate workflow, communication, or service gaps that impact patient outcomes or physician practice experience.
• Collaborate with leadership and cross-functional teams to develop and implement sustainable solutions that enhance service quality, operational efficiency, and partner satisfaction.

Qualifications

Required

• Bachelor’s degree or equivalent experience in healthcare administration, business, or a related field.
• 3+ years of experience in account management, customer success, or client services within a healthcare or B2B environment.
• Strong understanding of healthcare workflows, medical documentation requirements, 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 enterprise or strategic healthcare accounts.
• 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

• Relationship building and stakeholder 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 across large teams
• Data-driven reporting and analytical skills
• Professional judgment, discretion, and accountability

Physical Demands and Working Conditions

The following describes the physical demands and work environment characteristics required to perform the essential functions of this position. These requirements are representative of those an employee may encounter while performing the job and are not intended to be an exhaustive list. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

• 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 [email protected].