Account Representative - Remote - Military veterans preferred

Paradigm is an accountable specialty care management organization focused on improving the lives of people with complex injuries and diagnoses. The company has been a pioneer in value-based care since 1991 and has an exceptional track record of generating the very best outcomes for patients, payers, and providers. Deep clinical expertise is the foundation for every part of Paradigm’s business: risk-based clinical solutions, case management, specialty networks, home health, shared decision support, and payment integrity programs.

We are seeking a full-time, remote Account Representative. This position will facilitate the delivery of efficient and high-quality customer service to external clients and internal colleagues and build long-term relationships to achieve business goals. The Account Management team provides service to national Workers’ Compensation accounts and plays a crucial role in providing support to Paradigm’s customers.

This role functions to assist in expanding the business through a variety of responsibilities including day-to-day Account Management support, leveraging enterprise sales tools, system tools, and data to enhance how we support top clients and opportunities.

We expect this person to possess great communication skills, the ability to foster relationships with customers and be able to create solutions that solve their most pressing business needs.

RESPONSIBILITIES:

• Respond to calls and emails in a timely manner with the ability to prioritize requests based on need
• Develop and maintain relationships with customers to ensure long-term success
• Act as the liaison between customers and internal teams ensuring clients’ requirements are met
• Stay up to date with internal and external developments
• Work with customers to address any areas of concern and coordinate with appropriate internal departments to resolve
• Coordinate and attend conference calls and take minutes/follow up on action items
• Manage ad hoc/special projects to support Account Management team
• Prepare product or service reports by collecting and analyzing customer information
• Create and maintain customer and/or departmental procedures
• Escalate items to appropriate parties as needed; keep all pertinent parties informed
• Responsible for complying with Paradigm IT security requirement and policies including all HIPAA and SOC2 requirements necessary in working with designated PHI.
• Other duties as identified.

QUALIFICATIONS:

• College education with a minimum of 3 – 5 years related experience
• Workers’ Compensation, insurance, and/or healthcare industry experience preferred
• Strong focus on customer service
• Strong interpersonal skills; ability to build internal partner relationships with stakeholders
• Excellent verbal, written, and visual communication skills
• Experience writing and delivering concise and professional communications to internal and external customers
• Self-motivated and ability to work independently and effectively under tight deadlines
• Ability to work as part of a team
• Sense of urgency; possess problem solving, strategic and process thinking skills
• Excellent analytical and organizational skills
• Demonstrated ability to manage multiple projects
• High level of accuracy and attention to detail
• Strong computer/technology skills; proficient in Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
• Any combination of education/experience and knowledge that demonstrates the ability to perform the functions of the position will be accepted

Paradigm believes that fostering a diverse and inclusive workplace is central to our mission of helping more people and transforming lives. We’re striving to build a culture that better reflects the society we live in and empowers our team to deliver the highest levels of compassion and care to those we serve. For us, achieving this goal requires a workforce that respectfully embraces differences and commits to positive change, creating an environment where everyone is able to bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.