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.

Paradigm is seeking a detail‑oriented and customer‑focused Senior Intake Coordinator to join our Intake Operations team. In this role, you will be responsible for receiving phone calls in a professional and timely manner while creating appropriate Durable Medical Equipment (DME) and Home Health referrals that support injured workers, payors, clients, providers, stakeholders, and internal teams. You’ll play an important role in ensuring accurate referral creation, timely communication, and consistently high‑quality service throughout the intake process.

The ideal candidate demonstrates a customer‑first mindset and a commitment to delivering the best possible outcomes by fully leveraging Paradigm’s solutions, collaborating effectively with internal and external partners, and helping create an exceptional customer experience. This position is fully remote and offers a consistent schedule of Monday through Friday, 12:00 PM – 8:30 PM EST.

Responsibilities:

• Primarily responsible to receive and answer phone calls in a professional, timely manner, assisting with processing Durable Medical Equipment (DME) and Home Health (HH) referrals.
• Communicate messages to internal team in an effective, efficient manner.
• Maintain payer billing location information as well as adjusters and case managers' information.
• Process DME and HH billing for mailing as assigned.
• Create DME and Home Health referrals, create files, and maintain applicable data with appropriate document file management for all incoming faxes, invoices, clinical notes, and prescriptions.
• Assist with implementing and maintaining new customers in company's proprietary software. Complete unmatched e-claim reports.
• Notify appropriate internal departments regarding new referrals.
• Responsible for appropriately managing incoming mail. Follow up as appropriate with co-workers, supervisor, or referral sources as needed.
• Responsive to inquiries within given timeframes and within established policy. Appropriately follow up with supervisor, co-workers or residents regarding reported complaints, problems, and concerns.
• Assist with special projects as assigned.
• Positively support the mission, values, and vision of Paradigm through effective communication with internal and external customers, serve as positive role model, demonstrate excellent customer service, and comply with all applicable regulatory requirements and Quality Assurance initiatives, including providing a work environment free from all illegal and discriminatory behavior and harassment, including sexual harassment.
• Maintain reliable and predictable attendance during scheduled work hours.

Qualifications:

• Education/Training: Some college credit and/or experience in a related discipline.
• Experience: At least one year of experience working with Injured Workers or Workers’ Compensation Insurance. One (1) year of related experience may be considered in lieu (e.g., DME, insurance, healthcare, physician practice, and orthotics).
• Skills: Excellent communication skills, verbal and written; Proficient in reading, grammar, and mathematics. Strong computer skills (e.g., Outlook, Excel, Word, Teams, proprietary software for which training will be provided); Accuracy and efficiency required. Excellent organizational, prioritization and multi-tasking skills. Knowledgeable of medical terminology. Excellent customer service skills required.
• Maintain Confidentiality of all data, including ensuring protection injured workers' rights, Protected Health Information (PHI), employee, and operations data. Knowledgeable of injured worker’s rights and ensure an atmosphere which allows for the privacy, dignity, and well-being of that injured worker.
• Equipment/Machinery Used: Standard office equipment including phones, calculators, copiers, scanners, fax, laptop/PC, copiers, various computer programs, mailing equipment, etc.