Client Care Associate - Remote, CA

We are seeking a Client Care Associate that can provide exceptional first-level client support for company service offerings and proprietary software systems, playing a key role in the company by providing excellent and responsive client care. The Client Care Associate coordinates with all Operations departments (LEA, CYBHI and MAA) and key personnel to effectively address and document client inquiries in a timely and efficient manner. This role reports to the Client Care Supervisor.

About Us

Paradigm Healthcare Services is a full scale Medicaid reimbursement billing partner serving local education and government agencies for more than two decades. As the first school-based Medicaid vendor in California, our services and the reimbursements they garner have reached millions of children nationwide.

Paradigm is a tightly knit firm with positions ranging from Medicaid and commercial insurance billing specialists to customer service representatives, account managers, policy analysts, data analysts, technology developers and engineers. Paradigm’s environment is dynamic—working here means being part of a self-motivated team, solving complex issues every day.

Major Responsibilities/Activities  

• Incoming communications (45%): Provide first-level client support (and triage) for all incoming inquiries on programs and proprietary software systems. Client support is provided through the “support center” via phone, email, and chat/remote assistance, including responding to incoming calls and emails. By facilitating an efficient response rate of all incoming inquiries (goal: 2-hour response time), and acute diagnosis of such inquiries, the Client Care Associate’s activities help attain high client satisfaction and loyalty. Document all client-related contacts and services provided in company’s CRM software.

• Outgoing communications (35%): Provide first-level client support by placing and following up on outgoing regular (as indicated by executive team) calls and emails to designated clients. Maintain familiarity and effectively use procedure manuals, checklists, and other reference documents, to provide clients the highest level of understanding and participation in their own program. Document all client-related contacts and services provided in company’s CRM software. 

• Special Projects (20%): Participate in regular and ongoing client care projects, as assigned. 

Minimum Requirements  

• 2+ years experience in customer service environment plus Bachelors or Associates Degree.
• Proficiency with Microsoft Office (Excel, Word, Outlook, Power Point).
• High familiarity with web-based applications.
• Familiarity with Microsoft (required) and Zen Desk (not required but a plus).
• Ability to work the hours of 7am to 4pm Pacific Time, and overtime as needed (not a frequent requirement).

Core Competencies and Professional Attributes

• Ability to thoroughly understand complex regulations, then translate / convey this information so it’s easily understood by others.
• Well-developed written and verbal communication skills, especially over phone and email. Superb phone skills are a must.
• Outstanding customer service and people skills.
• Excellent attention to detail, including ability to thoroughly document client communications.
• Proactive approach to solving problems.
• Dynamic troubleshooting skills.
• Superb organizational skills.
• Ability to multi-task and work well under deadlines.
• Must be motivated, goal oriented and able to work independently as well as with a team.

Essential Physical Requirements

• Ability to sit for extended periods of time working on a computer.
• Ability to communicate via phone, email, and chat with clients and vendors.

Compensation and Benefits

This is a full-time non-exempt hourly position, eligible for Paradigm's generous benefits package. The range for this role is $21-$24/hr.

Paradigm offers full medical and related health benefits for both employees and their eligible dependents, flexible spending account (FSA) options, a retirement savings plan, and long-term disability coverage. Paid holidays, sick leave, and vacation time that grows with tenure provide time to rest and recharge, and professional-development support that invests in your continued learning and growth.