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.
As a trusted partner to assigned accounts, the Account Success Manager works directly with healthcare providers and key stakeholders to remove barriers to onboarding, strengthen relationships, increase adoption of products and services, and improve referral and patient access performance across the territory.
Major Areas of Accountability
- 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.
- Has a basic understanding of how to 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.
- Maintain long-term relationships that lead to increasing use of products within target accounts and productive cross-functional relationships to share knowledge and leverage synergies within the organization.
- Effectively 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.
- Comfort Medical employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the MedTech Code of Conduct, and company policies.
- Other job duties as assigned
Basic 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.
- Employees in this role are expected to meet healthcare customers in person at their facilities or healthcare systems; therefore, this will require completion of credentialing requirements that meet the access requirements of each healthcare facility or system
- Valid driver’s license
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.
At Comfort, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:
- Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, 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.
- Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services.
- Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
- Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
- Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
- Community and Culture: A supportive work environment where everyone feels valued, and has a sense of belonging. Participate 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
- Competitive Compensation: The compensation range for this position is $85,000 - $95,000. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or incentives.
Comfort Medical provides an extensive selection of name brand catheter and ostomy supplies to thousands of customers nationwide. Our attention to detail, unmatched customer service, and dedication to helping our customers live happier, healthier lives are just a few of the many reasons we are one of the fastest growing catheter and ostomy supply companies in the nation!
Comfort Medical employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
Comfort Medical is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.
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