Account Manager

Location

Miami, FL (On-site)

Who We Are

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 Snapshot

The Account Manager is the core role of Paradigm's Account Management team and the starting point for every growth path at Paradigm. The Account Management team is the primary relationship owner for our provider partners after implementation, responsible for retention, growth, and the day-to-day health of each account across Medicaid, VA, and private-pay programs. The Account Manager owns a book of Tier 2 (mid-tier) provider accounts and is accountable for two things above all else: keeping those providers (retention) and growing them (adoption, expansion, and rollouts of Paradigm products and programs).

Reporting to the Manager of Account Management, the Account Manager is the provider's main point of contact and takes each issue from first touch to full resolution rather than passing it along. The role is supported by a Team Lead, the Billing, Collections, and Support teams, and over time by a supporting Account Specialist team that handles routine work.

Core Responsibilities

• Account Ownership
  • Manage a book of 60+ provider accounts across Medicaid, VA, and private-pay programs, with retention and growth as the core measures of success
  • Build durable relationships with agency owners and administrators through regular check-ins and business reviews, clear expectations, and early warning when an account is at risk
  • Identify and pursue growth: additional programs, locations, or services; adoption of Paradigm products and programs; referrals
  • Take issues from first touch to closure without hand-offs where possible, and coordinate Billing, Collections, Support, and Implementation where needed, owning the outcome either way
• Operating Rhythm
  • Keep HubSpot accurate and current: account ownership, health, activity, tasks, and the properties that drive routing and reporting
  • Triage and route tickets and tasks, delegate routine work to the Account Specialist team and the support teams, and follow through to confirm resolution
  • Run small projects on assigned accounts (program rollouts, migrations, process changes) with a plan, a timeline, and follow-up
  • Manage a high-volume workload through disciplined prioritization and time management
• Learning and Knowledge Sharing
  • Build working knowledge of the Medicaid programs, VA processes, payers, portals, and EVV requirements in each assigned account's state, and of Paradigm's billing, collections, and posting workflows
  • Complete a structured 12-week Account Management learning path and ongoing individual learning modules
  • Document root causes, fixes, and how-tos for the knowledge base, and participate in the monthly case-study program
• How Success Is Measured
  • Retention: Book-level provider and revenue retention at or above team target; at-risk accounts flagged early with a plan
  • Growth: Program adoption and expansion across the book, including rollouts of Paradigm products and programs
  • Resolution: Issues owned end to end; escalations that reach the Team Lead come with context and a proposed fix
  • Operating Discipline: HubSpot accuracy, check-in cadence kept, tickets and tasks routed and closed on time
  • Learning: 12-week learning path completed; assessments passed; knowledge-base contributions
• Other duties as assigned

Experience and Skills

• Minimum 3 years of experience in account management, customer success, client services, or a comparable client-facing role; strong project or escalation-management experience is an acceptable substitute for direct account management experience
• Healthcare, home care, or revenue cycle exposure strongly preferred
• Proven ability to manage a high-volume book of provider accounts, with strong prioritization, follow-through, and organizational skills
• Strong client relationship skills: builds trust quickly, communicates clearly in writing and on the phone, and is comfortable leading provider calls and difficult conversations
• Adaptability and ability to develop operational knowledge quickly while working comfortably across several teams at once
• Problem-solving with root-cause discipline to fix the cause, not just the symptom, and explain what happened
• Strong technology skills required, including Excel and hands-on CRM experience (HubSpot strongly preferred), and comfort adopting new tools
• Demonstrated interest in and practical use of AI tools to work faster and more accurately

Education and Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Communications, or a related field required

What We Offer

• Medical, dental, and vision benefits
• 401k retirement plan
• Paid time off
• Professional development support

Compensation

$65,000-$70,000 depending on experience