Account Services Manager

Description

The Account Services Manager leads the order intake and account services function for Walkasins® and is responsible for ensuring all required order documentation is collected and processed completely and accurately. This role serves as a key partner to the Sales team, working collaboratively to remove documentation barriers, support clinic engagement, and help drive timely patient access to Walkasins®.

Job Responsibilities

• Lead day-to-day oversight of order intake and documentation readiness to support timely fulfillment and downstream processing.
• Act as a primary point of contact for Sales and Healthcare Teams answering order intake questions, ensuring required documentation is complete, accurate, and compliant with applicable standards.
• Cookordinate with external stakeholders and internal cross-functional teams to resolve intake, documentation, or reimbursement-related barriers.
• Partner with commercial teams to ensure forms and required materials are submitted accurately and on time; follow up with clinical sites as needed.
• Work closely with Clinical, Reimbursement, and Operations partners to clarify or remediate missing or unclear documentation.
• Support order processing and data entry as needed while designing scalable workflows, tools, and team capacity for growth.
• Recruit, onboard, and develop team members; establish clear expectations, procedures, and performance standards.
• Drive a culture of accountability, accuracy, and urgency across the team.
• Track and improve key performance indicators (e.g., turnaround time, completeness/accuracy, and throughput).
• Implement continuous process and technology improvements to increase efficiency and reduce rework.
• Ensure documentation aligns with payer/regulatory requirements and internal quality standards.
• Communicate professionally with clinicians, partners, and internal stakeholders.
• Handle sensitive information with discretion and maintain privacy and compliance standards.
• Demonstrate ownership and leadership in meeting departmental and company goals.

Required Qualifications

• Bachelor’s degree or higher.
• Minimum of 8 years of experience in patient- or customer-facing roles, ideally within healthcare, medical device, or reimbursement operations.
• Minimum of 5 years of proven management experience in a healthcare setting with direct exposure to commercial payer and Medicare processes.
• Demonstrated ability to recruit, train, and develop high-performing teams.
• Pioneered success coordinating people and workflows to achieve accuracy and speed in documentation-driven processes.
• Proven success in interpersonal and relationship-building skills; proven ability to collaborate effectively with Sales and Clinical partners.
• Exceptional attention to detail and commitment to data and documentation accuracy.
• Strong oral and written communication skills with a professional, customer-focused approach.
• Proficiency in Microsoft Word, Excel, and Outlook; experience with CRM or order management systems preferred.
• Deep understanding of payer documentation, medical necessity, and compliance requirements.
• Demonstrated ability to act with urgency and accountability in a fast-paced environment.