Account Services Manager

Position Summary

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®. The Account Services Manager is also responsible for building strong relationships with clinic personnel, VA offices, and other healthcare providers to facilitate the collection of complete and accurate order documentation and support efficient reimbursement processes. This role partners closely with Sales, Clinical, Reimbursement, and external customers to ensure complete order kits are received promptly—often by directly contacting clinician and VA offices—to facilitate a seamless reimbursement process and support optimal patient access.

This is a hands-on leadership role that combines tactical execution with team development and process oversight. The Account Services Manager will initially perform some order intake and account services work directly while building, recruiting, and developing a growing team to support future volume. The ideal candidate brings strong documentation rigor, deep knowledge of healthcare order processes, and a proven ability to collaborate effectively with Sales representatives, clinicians, and office staff to drive speed, accuracy, and exceptional service.

Job Responsibilities

Responsibilities include, but are not limited to, the following:

· 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.

· Coordinate 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.

· Other duties as assigned.

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.
• Proven success coordinating people and workflows to achieve accuracy and speed in documentation-driven processes.
• Strong interpersonal and relationship-building skills; proven ability to collaborate effectively with Sales and Clinical partners.
• Excellent decision-making, organizational, and problem-solving abilities.
• 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.