Manager of Implementation

LocationMiami, 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