Director Account Management in Tampa, Florida at Paradigm

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’re proud to be recognized—again! For the fourth year in a row, we’ve been certified by Great Place to Work®, and for the third consecutive year, we’ve earned a spot on Fortune's Best Workplaces in Health Care™ list. These honors reflect our unwavering commitment to fostering a positive, inclusive, and employee-centric culture where people thrive.

Watch this short video for a brief introduction to Paradigm.

We are seeking a full-time, remote Director of Account Management. The Director of Account Management will be responsible for implementing and managing National accounts. They will be responsible for developing, executing and fostering a collaborative business partnership between customers and Paradigm that delivers high customer service across multiple product lines. Responsible for daily client interaction, responding to client questions and inquiries. In addition, this role will be responsible for the creation and dissemination of ongoing analytics to clients which will reflect program performance.

RESPONSIBILITIES:

• Serve as primary communication contact for all assigned accounts and provide thorough and professional account services. Act as a liaison for internal and external communications with clients on day-to-day questions.
• Build lasting customer relationships at multiple levels of the client organization, particularly with senior claims, product, divisional managers, and contacts who have influence or authority over purchasing decisions
• Collaborate and contribute to projects associated with clients, including but not limited to management of internal and external communications, stewardship support and other customer maintenance urgencies.
• Analyze all new and current client requirements to ensure accuracy. Update client protocols and shared company files structures as account implementations progress
• Collaborate with our clients to establish goals, track client performance in comparison with those goals and identify overall trends.
• Collaborate with the Analytics team to develop, create and maintain internal and external reporting metrics.
• Set up account strategy meetings with manager and other key stakeholders that will increase the success of account retention and expansion
• Maintain a strong understanding of customers’ initiatives, in order to keep strategic focus in line with those goals.
• Understand the competitive landscape and how it involves the account.
• Achieve superior customer satisfaction through the scheduling of quarterly, bi-annual, or annual stewardship meetings based on each account.
• Be responsible for meeting company revenue plan goals set annually, developing maintaining and expanding revenue and product offerings for each assigned account.
• Provide written reports and/or paperwork required by his/her supervisor, necessary for efficient organization of his/her time and record keeping purposes of his/her contacts
• Understand and comply with all HIPAA and SOC2 requirements necessary in working with designated PHI.
• Support others within the organization as necessary to increase overall revenue.
• Maintain reliable and predictable attendance during scheduled work hours or core business hours.
• Travel for meetings, training, or business-related activities.
• Utilizes AI tools to support day-to-day tasks, improve efficiency, and enhance output quality. Adopts new technologies as trained and applies them in alignment with established processes and guidelines.
• Demonstrates a customer-first mindset by developing a broad and deep (where appropriate) understanding of Paradigm organization, products, operations, and customers. Prioritizes collaboration to meet customer needs and expectations and takes personal accountability for service quality.

QUALIFICATIONS:

• Education: Bachelor’s degree from an accredited educational institution.
• Experience: Three to five years customer service/account management experience at a minimum. Three years related experience in insurance or a health care environment preferred. Strong working knowledge of the workers compensation industry.
• Ability to develop and foster relationships with external clients and partners.
• Customer/Client focus and the ability to work collaboratively.
• Ability to work independently and manage/prioritize multiple projects.
• Excellent written, verbal and listening communication skills.
• Strong team orientation and the ability to work with a variety of people.
• Proven ability to develop and foster relationships within organizations.
• Analytic and Technical Capabilities: a high-level of proficiency in Microsoft suite of programs (Word, Excel, PowerPoint, and Visio).