Account Service Representative

About Harmonic Health

Harmonic Health partners with community-based organizations, physician groups, and care providers to improve access to supportive services for seniors and families. We collaborate with respite providers, adult day centers, home care agencies, and other organizations to ensure successful participation in our care models, including the CMS GUIDE Model for dementia care.

Position Summary

The Account Service Representative (ASR) is responsible for supporting, maintaining, and growing relationships with Harmonic Health’s existing Partners. These include respite providers, Adult Day Service centers, home care organizations, physician groups, and other community organizations.

This is a service-oriented, partner-facing role—not sales. The ASR ensures that Partners have the tools, knowledge, and support needed to identify eligible clients/patients, submit referrals, and expand engagement with Harmonic Health service lines. Success in this role is driven by responsiveness, problem-solving, and high-touch relationship management that increases referrals and supports enrollment growth.

Key Responsibilities Partner Servicing & Support

• Serve as the primary point of contact for an assigned portfolio of existing Partners.
• Respond promptly to Partner questions regarding GUIDE eligibility, referral submission, enrollment status, and program operations.
• Conduct routine check-ins to ensure Partners feel informed, supported, and confident in referring eligible clients/patients.
• Monitor Partner utilization, identify referral opportunities, and reinforce best practices for identifying eligible beneficiaries.
• Troubleshoot documentation, portal/CRM issues, referral workflow questions, and escalate concerns when appropriate.
• Gain expert-level understanding of assigned Partners' structure, needs, and workflows; advocate for Partner-specific needs with Partner Strategy & Success leadership.
• Assist in developing Partner communications, webinars, and business reviews to support high performance and overall Partner satisfaction.
• Ensure Partners have access to appropriate materials, tools, and resources to achieve referral goals.

Referral Growth & Relationship Management

• Support Partners in reviewing rosters and assessing potential referrals.
• Conduct light outreach and follow-up to encourage consistent referral activity.
• Maintain positive, service-driven relationships that increase engagement and satisfaction.
• Support training refreshers and onboarding for new Partner staff.
• Provide updated Harmonic Health tools, materials, and program updates.

Tracking, Reporting & Coordination

• Maintain accurate and timely activity records, Partner communications, and referral updates within CRM systems (e.g., Monday.com).
• Monitor trends in referral patterns and share insights with Partner Strategy & Success leadership.
• Collaborate closely with leadership to resolve Partner issues and ensure a smooth Partner experience.

QualificationsRequired

• 1–3 years of experience in account servicing, customer success, provider relations, or healthcare support roles.
• Strong interpersonal, communication, and relationship-building skills.
• Ability to manage multiple Partners and priorities in a fast-paced environment.
• Comfortable learning new systems, following structured workflows, and documenting interactions.
• Service-oriented mindset: highly responsive, dependable, proactive.
• Alignment with Harmonic Health values.

Preferred

• Experience in Medicare, senior care, home care, adult day services, or healthcare operations.
• Familiarity with the CMS GUIDE Model or dementia care programs.
• CRM experience (e.g., Monday.com, Salesforce, HubSpot).
• Effective and persuasive oral communication skills with a positive professional presence.
• Ability to motivate self and others.

Pay: $24.00 - $31.00 per hour

Expected hours: 20.0 – 35.0 per week

Work Location: Remote