Bilingual Account Manager

We are seeking a Bilingual Account Manager to serve as a primary point of contact for orthopedic practices and patients utilizing Kinomatic’s presurgical planning solutions. This role delivers an exceptional, high-touch experience by reinforcing the surgeon’s recommendation, educating patients on their available options, guiding them through the decision-making process, and helping them understand the value of investing in Kinomatic’s advanced technology. The Bilingual Account Manager also coordinates patient-related workflows and ensures practices receive responsive, accurate, and proactive support.

The ideal candidate is passionate about excellence and understands what it means to provide concierge-level service in a fast-paced healthcare technology environment. This individual excels at patient education, consultative sales, relationship building, and anticipating patient needs, while confidently communicating the value of an elective technology that requires an investment beyond what is covered by insurance. They are skilled at listening to patient goals and concerns, answering questions, navigating objections, and helping patients make informed decisions that are right for them.

Through strong relationship management, attention to detail, empathetic consultative selling, and a commitment to service excellence, this role helps strengthen partnerships, support patient conversion and account growth, improve operational efficiency, and support Kinomatic’s mission to improve surgical outcomes through innovative technology.

Responsibilities

• Build and maintain strong relationships with patients, surgeons, orthopedic practices, office managers, and clinical staff across assigned accounts.

• Serve as a high-touch point of contact for patients and orthopedic practices, providing responsive, proactive, and solution-oriented support.

• Educate patients on Kinomatic’s surgical planning technology, benefits, and associated investment, helping them understand the value of choosing advanced technology beyond their standard insurance-covered options.

• Conduct empathetic, consultative conversations with patients to understand their needs, answer questions, address concerns, and guide them toward an informed decision.

• Support the onboarding of new orthopedic practices and educate practice staff on Kinomatic’s surgical planning processes.

• Coordinate between Kinomatic, orthopedic practices, and patients throughout the surgical planning process to ensure a seamless experience.

• Support patient navigation by scheduling CT scans, tracking patient progress, and ensuring surgical plans are finalized prior to surgery.

• Ensure patient documentation, including consent forms, are completed, signed, and accurately entered into Salesforce CRM.

• Partner with practice staff to ensure accurate and timely lead submission, surgical date reconciliation, Salesforce CRM updates, and account reporting.

• Identify opportunities to improve patient engagement, education, conversion, and overall account performance.

• Work cross-functionally with clinical, product, and engineering teams to enhance the patient, surgeon, and practice experience.

• Identify and share patient, surgeon, and practice insights to support account growth, marketing initiatives, and customer success storytelling.