Provider Networks Contact Center Manager

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 Provider Networks Contact Center Manager for the Tampa, FL, office. This position is responsible for leading and evolving the Provider Networks Contact Center into a high-performing, solutions-oriented team that delivers exceptional service to providers, even in challenging scenarios. This role requires a strategic thinker who can design and implement innovative approaches to complex issue resolution, foster a culture of empathy and accountability, and ensure provider satisfaction through proactive communication and continuous improvement.

DUTIES AND RESPONSIBILITIES:

• Lead and evolve the Provider Networks Contact Center into a high-performing, provider-focused team.
• Design and implement strategies to transform support into a consultative experience.
• Drive initiatives to improve provider satisfaction through feedback, sentiment analysis, and service recovery.
• Collaborate with internal stakeholders to resolve systemic issues and enhance processes.
• Foster a culture of empathy, accountability, innovation, and continuous improvement.
• Develop and execute talent strategies to attract, retain, and grow top-tier professionals.
• Oversee daily operations, including staffing, scheduling, and resource allocation.
• Monitor and report on KPIs to ensure efficiency, productivity, and quality standards.
• Implement quality assurance programs and conduct regular assessments.
• Provide coaching, feedback, and training to enhance team performance.
• Assist with call handling during peak volume periods.

SUPERVISORY RESPONSIBILITIES:

• Mentor, train, and supervise team members directly and indirectly, review their work and provide effective constructive feedback.
• Ensure all team members understand, are trained in, and comply with Paradigm’s security requirements and policies.
• Ensure all team members have the minimum level of IT system access required to effectively complete their Paradigm responsibilities.

QUALIFICATION REQUIREMENTS:

• Education/Training: Bachelor’s degree in a related field preferred. Commensurate experience may be considered in lieu of a completed bachelor’s degree.
• Experience: At least 5 years in as a manager/supervisor in a high-volume call center environment. Workers Compensation or Healthcare experience preferred, though not required.
• Skills needed:
• Communication: Excellent verbal, written, and presentation skills; tactful and diplomatic communication.
• Leadership: Proven ability to lead teams through ambiguity and change; coaching, development, and engagement of high-performing teams.
• Problem-Solving & Decision-Making: Strong analytical thinking, sound judgment, and ability to resolve complex issues.
• Conflict Management: Skilled in de-escalation, conflict resolution, and handling sensitive conversations with professionalism and compassion.
• Organizational Skills: Exceptional prioritization, multi-tasking, and time management in fast-paced environments.
• Relationship Management: Ability to influence, build consensus, and foster collaboration across all levels; strong consultation and facilitation skills.
• Adaptability and Flexibility: Comfortable with rapid change and evolving business needs; self-starter with minimal supervision.
• Confidentiality and Compliance: Maintain strict confidentiality of sensitive data and adhere to organizational standards.
• Technical Proficiency: Advanced computer skills (Outlook, Teams, proprietary software); proficient in contact center software and telephony systems; familiarity with standard office equipment.
• Training and Development: Ability to identify skill gaps, develop training programs, and provide coaching for continuous improvement.

Paradigm Benefits:

• 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.

Paradigm believes that fostering a diverse and inclusive workplace is central to our mission of helping more people and transforming lives. We’re striving to build a culture that better reflects the society we live in and empowers our team to deliver the highest levels of compassion and care to those we serve. For us, achieving this goal requires a workforce that respectfully embraces differences and commits to positive change, creating an environment where everyone is able to bring their whole self to work.

Paradigm complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Leave Management at [email protected].

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.