Account Manager, CVAUSA

Key Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

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.