Manager of Implementation

Location Miami, FL (On-site preferred; hybrid eligible within the tri-county area)

Company Snapshot

At Paradigm, we're revolutionizing home care through innovative technology. As the fastest-growing tech company in this sector, we empower home care agencies with cutting-edge solutions in billing automation, growth education, authorization management, and beyond. We believe that by streamlining agency operations with third-party payers like the Department of Veterans Affairs and Medicaid, we ultimately enhance the quality of care for seniors, veterans, and underserved communities.

We foster a dynamic and collaborative work environment where new ideas are welcome, and creativity thrives. Joining our team means becoming part of a supportive community that values continuous learning and excellence. We're on a mission to revolutionize home care and are looking for passionate individuals to help us make a lasting, positive impact.

Position Summary

The Manager of Implementation plays a pivotal role in supporting the seamless onboarding of customers and the effective management of post-sale and post-enrollment activities. In this leadership position, you will lead a team of Implementation Managers and Specialists, driving performance excellence and ensuring a high-quality customer onboarding experience from start to finish. You will be responsible for optimizing workflows, standardizing best practices, and fostering a collaborative team environment to enhance efficiency and client satisfaction. This role will report directly to the Director of Implementation.

Essential Duties and Responsibilities

Oversee and mentor a team of Implementation Managers and Specialists

Provide guidance and support to team members, helping them overcome challenges and develop professionally

Manage high-profile and VIP accounts with a focus on personalized onboarding, leveraging knowledge of medical billing and third-party payer workflows to ensure a smooth and efficient implementation process

Conduct regular team meetings to discuss progress, share knowledge, address concerns, and foster a collaborative work environment

Ensure proper workload distribution and provide feedback on performance through regular performance reviews

Oversee the transition of accounts post-handoff to the Operations team, conducting thorough account reviews to ensure seamless onboarding and continued customer satisfaction

Collaborate with other department leaders to ensure alignment and successful onboarding of new customers, ensuring smooth handoffs and integrations

Work closely with the Director of Implementation to build and refine new and existing processes, ensuring they are effectively implemented within the team for continuous improvement

Troubleshoot inquiries and inefficiencies to resolve complex issues and ensure customers satisfaction

Other duties as assigned

Experience and Skills

Minimum 1 year of leadership experience, preferably in a customer support role

Minimum experience 2-3 years of customer success or customer implementation experience

Experience in or familiarity with medical billing processes and workflows, particularly as they relate to customer onboarding and implementation

Strong proficiency and knowledge of third-party payers

Excellent verbal and written communication skills

Excellent organizational and project management skills

Strong analytical and creative problem-solving skills

Able to work in a fast-paced, high-volume environment

Education and Qualifications

Bachelor’s degree in Healthcare Administration, Business Administration, or Hospitality, or other related field preferred

Paradigm Offers

Medical, dental, and vision benefits

401k retirement plan

Paid time off

Professional development support

Compensation

$85,000-$95,000 annually based on experience