Customer Service Associate

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 full-time Customer Service Associate. This person hired into this position will report to the Tampa office for the first 120 days for onboarding and training. After this initial period, the role can transition to a hybrid schedule, offering a blend of in-office and remote work.

The Customer Service Associate serves as a primary point of contact for healthcare providers, ensuring timely, accurate, and empathetic resolution of inquiries related to bill review, payment status, and claims processing. This role requires strong problem-solving skills to investigate complex issues across multiple systems and collaborate with internal departments such as Billing, Medical Bill Review, Finance, and Network Services. The Associate is responsible for thorough documentation, compliance with regulatory standards, and proactive follow-up to ensure provider satisfaction. Additionally, this role supports leadership by identifying trends, escalating systemic issues, and contributing to process improvement initiatives. Success in this position requires excellent communication, attention to detail, and a commitment to delivering exceptional service.

DUTIES AND RESPONSIBILITIES:

• Serve as initial point of contact for provider inquiries, demonstrating professionalism, empathy, and a commitment to resolution.
• Respond to incoming provider calls with a focus on understanding concerns related to bill review, payment status, and claims processing.
• Research complex issues across multiple systems and departments to identify root causes and determine appropriate resolutions.
• Collaborate with internal teams (e.g. Billing, Bill Review, Finance) to resolve provider issues efficiently and accurately.
• Take ownership of cases from intake to resolution, ensuring timely and thorough follow-up and provider satisfaction.
• Support manager in identifying trends in provider inquiries and escalate systemic issues or process gaps to leadership.
• Support continuous improvement initiatives by providing feedback on provider pain points and workflow inefficiencies.
• Support team development by sharing best practices and assisting with informal training.
• Maintain up-to-date knowledge of billing guidelines, payment policies, and system workflows to ensure accurate and informed responses.
• Document all interactions and resolutions in CRM system in accordance with standard operating procedures and audit standards.
• Meet department standards for productivity, including average calls per hour, average handling & wrap up time, abandoned and rejected call stats and passing QA scores.
• Comply with and adhere to all regulatory compliance areas, policies and procedures and best practices
• Understand and comply with all HIPAA & SOC2 requirements necessary in working with designated PHI.
• Perform additional support functions as needed.
• Maintain reliable and predictable attendance during scheduled work hours. Adhere to Company policies and procedures on attendance, including requests for planned time off, reporting sickness, start time and break times.

• 1+ year experience in a high-volume healthcare or medical billing contact center; workers compensation preferred. Knowledge of medical terminology preferred.
• Ability to independently resolve complex, sensitive, or escalated inquiries with a strong focus on first-call resolution.
• Proven de-escalation skills with professionalism, empathy, and sound judgment.
• Strong problem-solving skills; ability to navigate multiple systems and synthesize information quickly and accurately.
• Excellent written and verbal communication skills; ability to tailor messaging to diverse audiences.
• Highly organized, detail-oriented, and able to manage competing priorities in a fast-paced environment.
• Proficient with Microsoft Office (Outlook, Teams, Excel, Word), CRM/contact center systems, and telephony tools.
• Collaborative, self-directed team player who can support junior staff and contribute to a positive culture.
• Committed to confidentiality, compliance, and security standards (HIPAA, SOC2, and internal IT protocols).
• Flexible, adaptable, and able to work with minimal supervision.

• Health and wellness- We want our people to be and stay healthy, so we offer PPO, HDHP, and HMO health insurance options with Cigna and Kaiser (CA employees only).
• Financial incentives - Paradigm's financial benefits help prepare you for the future: competitive salaries, 401(k) matching contributions, employer-paid life and disability insurance, flexible spending and commuter accounts, and employer-matched HSA contributions.
• Vacation - We believe strongly that work-life balance is good for you and for our company. Our paid time off and personal holiday programs give you the flexibility you need to live your life to the fullest.
• Volunteer time- We want our employees to engage with and give back to their communities in meaningful ways. Full and part-time employees receive one paid day per calendar year.
• Learning and development: One of Paradigm's core values is expertise, so we encourage our employees to continually learn and grow. We support this in a variety of ways, including our new Learning Excellence at Paradigm (LEAP) program.