Strategic Account Manager Operations

At Pediatric Home Service, we help medically complex kids live their best lives, at home, with their families. As a national leader in pediatric home care, we offer a full range of services including infusion, clinical nutrition, respiratory therapy, PPEC, private duty nursing, and DME. Whether you're caring for patients or supporting behind the scenes, every role at PHS makes a difference. Join a mission-driven team that’s committed to putting children and families first.

• Position: Strategic Account Manager Operations
• Location: Houston (In Office)
• Hours: Monday-Friday, 8am-5pm

POSITION DETAILS:

Our referral partners need to know that when they send a patient to PHS, someone is paying attention. The Strategic Account Manager, Operations helps make that happen by connecting the dots across departments, keeping referrals moving, resolving barriers, and ensuring our strategic partners have a consistent point of contact who understands both their needs and our operations. The work you do in this role can directly impact referral partner satisfaction, patient access, operational performance, and PHS growth, while ultimately helping medically complex children receive the care and equipment they need at home.

Job Duties

• Own the operational relationship for assigned strategic referral accounts, including hospitals, outpatient clinics, discharge planners, navigators, and physician offices.
• Serve as a trusted point of contact for referral partners regarding order status, documentation requirements, authorization holds, service concerns, and other operational needs.
• Build strong relationships that help make PHS an easy and trusted partner to refer to.
• Monitor referral pipelines and proactively identify aging orders, missing documentation, authorization barriers, and workflow bottlenecks before they become escalations.
• Drive referrals forward through intake, insurance verification, supporting documentation, and patient onboarding.
• Manage high-volume partner communication with urgency, professionalism, and accuracy.
• Prioritize escalated referrals based on clinical urgency, customer commitments, and operational capacity.
• Partner across Intake, Insurance Verification, Patient Services, Supporting Documentation, Billing, Clinical, Warehouse, and Branch Leadership to resolve barriers and improve the referral experience.
• Work closely with Outreach Representatives and Area Managers to ensure relationship-building efforts and operational execution remain aligned.
• Escalate significant or recurring operational concerns to appropriate leadership when additional support is needed.
• Maintain accurate referral and account documentation within Brightree and other internal systems.
• Monitor account-level metrics including referral turnaround time, referral aging, backlog volume, missing documentation, escalation resolution, and referral source satisfaction.
• Provide leadership with concise updates that identify trends, root causes, risks, and opportunities—not simply individual issues.
• Identify recurring operational barriers and recommend practical workflow improvements.
• Support implementation of process improvements and strategic initiatives.
• Partner with Outreach to support referral source satisfaction, account retention, and growth.

Success looks like:

• Ownership: You don't wait for an issue to become someone else's problem—you follow it through to resolution.
• Proactive Problem-Solving: You identify potential barriers early and work to prevent them from impacting patients or referral partners.
• Relationship Building: You understand that strong operational execution is a critical part of building and maintaining trusted referral relationships.
• Influence: You can bring multiple teams together and keep work moving without having direct authority over them.
• Communication: You know when to provide an update, when to ask questions, and when an issue needs to be escalated.
• Data Awareness: You look beyond individual issues to identify patterns and opportunities for broader improvement.
• Adaptability: You can reprioritize quickly while maintaining accuracy, professionalism, and follow-through.

REQUIREMENTS

• 3–5+ years of experience in healthcare operations, referral management, intake, patient access, customer service, or a related healthcare environment.
• Strong understanding of the healthcare referral and patient onboarding process.
• Experience managing complex or escalated customer, patient, or referral source concerns.
• Ability to coordinate across multiple departments and drive results without direct authority.
• Strong written and verbal communication skills with the ability to build credibility with healthcare professionals, referral partners, operational teams, and leadership.
• Strong organizational skills with the ability to manage high-volume communication and multiple competing priorities.
• Analytical mindset with the ability to review operational data, identify patterns, and determine where action is needed.
• Strong problem-solving and critical-thinking skills with the ability to move from identifying a problem to recommending a solution.
• Sound judgment and the ability to appropriately balance clinical urgency, customer commitments, and operational realities.
• Comfortable working in a fast-paced environment where priorities can change throughout the day.

PREFERRED:

• Bachelor's degree or an equivalent combination of education and relevant experience.
• Experience within HME/DME, respiratory, home care, or post-acute healthcare.
• Advanced experience using Brightree or similar healthcare operational systems.
• Experience working with insurance authorization and healthcare documentation requirements.
• Familiarity with MCO authorization requirements and documentation standards within the Texas Medicaid environment.
• Experience using operational metrics and reporting to identify trends and recommend process improvements.

BENEFITS

• Generous Paid Time Off (PTO) for full time employees to ensure a healthy work-life balance
• 401(k) Matching to help secure your future
• Tuition Reimbursement to support your educational and professional growth
• Professional Development & Learning Opportunities to expand your skills and knowledge in pediatric care
• Health and Dental insurance
• Short & Long Term Disability and Life Insurance

Interested candidates should apply online at http://www.phscareers.com.

We look forward to learning more about you & the skills you can bring to Pediatric Home Service!

Pediatric Home Service is an equal opportunity employer; we are committed to affirmative action and equal employment opportunities for all regardless of protected veteran status, race, color, creed, religion, national origin, sex, sexual orientation or identity, disability, age, marital status, familial status, membership or activity in a local human rights commission, or status with regard to public assistance. #DME123