Manager of Implementation

PARADIGM SENIOR SERVICES INC•North Miami, FL

18d•$85,000 - $95,000•Hybrid

About The Position

The Manager of Implementation leads a team of Implementation Managers and Specialists and supports customer onboarding and post-sale and post-enrollment activities. The role is responsible for delivering a high-quality onboarding experience, improving workflows, standardizing best practices, and fostering a collaborative, efficient team environment. The manager also handles personalized onboarding for high-profile and VIP accounts, using knowledge of medical billing and third-party payer workflows. The role oversees account transitions to the Operations team, collaborates with department leaders on onboarding and integrations, and works with the Director of Implementation to develop and implement processes for continuous improvement. The position is based in Miami, Florida; on-site work is preferred, with hybrid eligibility within the tri-county area. It reports directly to the Director of Implementation.

Requirements

At least 1 year of leadership experience, preferably in a customer support role.
2–3 years of customer success or customer implementation experience.
Experience in or familiarity with medical billing processes and workflows, particularly in customer onboarding and implementation.
Strong proficiency and knowledge of third-party payers.
Excellent verbal and written communication skills.
Excellent organizational and project management skills.
Strong analytical and creative problem-solving skills.
Ability to work in a fast-paced, high-volume environment.

Nice To Haves

A bachelor’s degree in Healthcare Administration, Business Administration, Hospitality, or a related field is preferred.

Responsibilities

Oversee and mentor a team of Implementation Managers and Specialists, providing guidance and support for challenges and professional development.
Manage high-profile and VIP accounts and provide personalized onboarding using knowledge of medical billing and third-party payer workflows.
Conduct regular team meetings to review progress, share knowledge, address concerns, and foster collaboration.
Distribute workloads appropriately and provide performance feedback through regular reviews.
Oversee account transitions to the Operations team and conduct account reviews to support seamless onboarding and customer satisfaction.
Collaborate with department leaders to align onboarding efforts and ensure successful customer onboarding, handoffs, and integrations.
Work with the Director of Implementation to build and refine processes and ensure their effective implementation within the team.
Troubleshoot inquiries and inefficiencies, resolving complex issues and supporting customer satisfaction.
Perform other duties as assigned.