Account Representative

FLSA Classification: Non-Exempt

Reports To: Physicians’ Orders Manager

Direct Reports: N/A

The Account Representative plays a critical role in building successful and sustainable relationships with our physician referral sources. The Representative is responsible for proper signing and return of the essential plan of care documentation (orders). The Representative will be responsible for effectively and consistently managing and following up on their designated accounts.

• Responsible for sending and receiving all orders to/from providers within their assigned area
• Responsible for a specific outreach territory and effectively tracks via a Customer Referral Management (CRM) platform.
• Acts as a liaison between providers and our clinical staff to facilitate timely return and processing of patient documentation.
• Actively engages in success of the department by identifying trends and improvement opportunities.
• Educates referral sources on proper order return procedures and explain purpose of orders when sharing mutual patients.
• Promotes/educates referral sources on use of electronic signature tools.
• Attends and actively participates in required meetings, including Physicians Orders check-in meetings, internal growth meetings, staff meetings, community events, etc.
• Maintains collaborative team relationships with peers and colleagues in order to effectively contribute to the working group’s achievement of goals, and to help foster a positive work environment.
• Data entry as necessary.
• Performs other duties as assigned.

• Oral Communication - Speaks clearly and persuasively in positive or negative situations;
  Listens and gets clarification;
  Responds well to questions;
  Demonstrates group presentation skills;
  Participates in meetings.
• Written Communication - Writes clearly and informatively;
  Edits work for spelling and grammar;
  Varies writing style to meet needs;
  Presents numerical data effectively;
  Able to read and interpret written information.
• Problem Solving - Identifies and resolves problems in a timely manner;
  Gathers and analyzes information skillfully;
  Develops alternative solutions;
  Works well in group problem solving situations;
  Uses reason even when dealing with emotional topics.
• Customer Service STORY - Manages difficult or emotional customer situations;
  Responds promptly to customer needs;
  Solicits customer feedback to improve service;
  Responds to requests for service and assistance;
  Meets commitments.
• Teamwork - Balances team and individual responsibilities;
  Exhibits objectivity and openness to others' views;
  Gives and welcomes feedback;
  Contributes to building a positive team spirit;
  Puts success of team above own interests;
  Able to build morale and group commitments to goals and objectives;
  Supports everyone's efforts to succeed.

• Associate’s degree or equivalent experience
• Strong organizational and note‑taking skills to manage many classified documents and maintain HIPAA compliance
• Minimum of 1 year’s experience in a business setting
• Understanding of Microsoft Excel for inter‑departmental documents

• In depth experience with a CRM solution such as Salesforce
• Healthcare experience preferred

• Occasionally required to stand.
• Occasionally required to walk.
• Frequently required to sit.
• Continually required to use hands and fingers.
• Occasionally required climb, balance, bend, stoop, kneel or crawl.
• Occasionally required to lift/push light weights (less than 25 pounds).

• Ability to travel locally by car to office(s), events, meetings, etc., as needed (approximately 5% or less of the time).

Innovive Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.