Manager of Implementation

Manager of ImplementationLocation: 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 SpecialistsProvide guidance and support to team members, helping them overcome challenges and develop professionallyManage 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 processConduct regular team meetings to discuss progress, share knowledge, address concerns, and foster a collaborative work environmentEnsure proper workload distribution and provide feedback on performance through regular performance reviewsOversee the transition of accounts post-handoff to the Operations team, conducting thorough account reviews to ensure seamless onboarding and continued customer satisfactionCollaborate with other department leaders to ensure alignment and successful onboarding of new customers, ensuring smooth handoffs and integrationsWork closely with the Director of Implementation to build and refine new and existing processes, ensuring they are effectively implemented within the team for continuous improvementTroubleshoot inquiries and inefficiencies to resolve complex issues and ensure customer satisfactionOther duties as assignedExperience and Skills:Minimum 1 year of leadership experience, preferably in a customer support roleMinimum experience 2-3 years of customer success or customer implementation experienceExperience in or familiarity with medical billing processes and workflows, particularly as they relate to customer onboarding and implementationStrong proficiency and knowledge of third-party payersExcellent verbal and written communication skillsExcellent organizational and project management skillsStrong analytical and creative problem-solving skillsAble to work in a fast-paced, high-volume environmentEducation and Qualifications:Bachelors degree in Healthcare Administration, Business Administration, or Hospitality, or other related field preferredParadigm Offers:Medical, dental, and vision benefits401k retirement planPaid time offProfessional development supportCompensation: $85,000-$95,000 annually based on experience