Account Success Manager

About the role

The Account Success Manager is a field-based extension of the Territory Management and Referral Coordination teams, supporting healthcare providers, referral sources, and patients throughout the patient access journey. The role drives referral optimization, provider education, patient access support, and account engagement to improve provider and patient outcomes.

Responsibilities

• Oversee referrals from healthcare providers and referral sources to facilitate timely patient onboarding, insurance verification, and order fulfillment.
• Partner with Referral Coordinators, Territory Managers, Customer Service, and Operations teams to resolve referral, documentation, reimbursement, and patient access barriers.
• Effectively engage all targeted accounts as well as develop and execute a clear and strategic plan to achieve overall territory sales objectives.
• Influence others and develop relationships to help teach peers across product categories to maximize customer engagement.
• Support awareness, adoption, and utilization of new and existing products, programs, and innovative solutions through healthcare provider education and account engagement.
• Identify opportunities within existing accounts and collaborate with Territory Managers to support implementation and account growth initiatives.
• Review, validate, and maintain patient records while obtaining required physician orders, signatures, clinical documentation, and billing information.
• Research and resolve referral and onboarding issues, communicating updates and outcomes to appropriate stakeholders.
• Conduct regular in-person visits with healthcare providers and referral sources to strengthen relationships, support referral management activities, and improve referral conversion.
• Serve as a field-based educational resource for healthcare providers and office staff on referral requirements, documentation standards, patient onboarding processes, available resources, and company products and programs.
• Conduct office in-services, referral process reviews, and educational sessions to improve referral quality, patient outcomes, and patient experience.
• Build and maintain productive relationships with key clinical, operational, and administrative stakeholders within assigned accounts.
• Manage territory activities, account follow-up, and field-based support efforts within an assigned geography.
• Support patient transitions, territory coverage needs, HCP meetings, educational programs, and other strategic business initiatives as assigned.
• Maintain accurate records and activity documentation within company systems while adhering to Corporate Compliance Guidelines.
• Establish and maintain knowledge of company policies, procedures, products, programs, and services required to perform job duties.
• Meet established quality and productivity standards while supporting departmental goals and continuous improvement initiatives.

Qualifications

• High school diploma or equivalent required.
• Minimum of one year of experience in healthcare administration, referral management, intake, customer service, patient services, physician office operations, or a related healthcare field.
• Ability to take initiative and work independently.
• Strong interpersonal and relationship-building skills.
• Ability to travel throughout an assigned geography and conduct frequent in-person customer visits.
• Ability to effectively manage territory activities, customer relationships, and competing priorities.

Preferred Qualifications

• Associate's degree or Bachelor's degree preferred.
• Experience working with healthcare providers, referral coordinators, discharge planners, case managers, physician office staff, or other referral sources.
• Experience within the Durable Medical Equipment (DME), Home Medical Equipment (HME), home health, or related healthcare industry, including referral management, intake, insurance verification, patient onboarding, reimbursement, or customer service functions.
• Working knowledge of healthcare reimbursement, insurance verification, patient access, referral management, and onboarding processes.
• Ability to interpret and apply policies, procedures, and payer requirements to resolve customer and referral-related issues.
• Ability to navigate multiple computer systems, databases, and CRM platforms.
• Ability to effectively educate and influence healthcare providers and office staff regarding referral best practices and patient access processes.
• Strong verbal and written communication, organizational, and territory management skills.
• Ability to prioritize competing demands, work independently, and maintain composure in a fast-paced environment.

Benefits

• Comprehensive medical, dental, and vision insurance plans.
• Access to company sponsored wellness programs and mental health resources.
• Paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.
• Competitive 401(k) plan with company match that vests immediately.
• Financial planning services to help you secure your future.
• Corporate discount programs for goods and services.
• Generous paid time off.
• Flexible work hours.
• Flexible work arrangement options.
• Continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
• Recognition programs to celebrate achievements and contributions.
• Participation in team-building activities, volunteer opportunities, and company-sponsored events.
• Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.
• Compensation range of $85,000 - $95,000.