Quality Support Specialist

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.

The Quality Support Specialist is responsible for ensuring that our products and services meet the highest quality standards. This is achieved through the coordination, monitoring, and evaluation of quality-related activities. The role involves close collaboration with cross-functional teams to foster a culture of quality and continuous improvement. This position aims to enhance the lifecycle of system enhancements and bug deployments that impact operational personnel. The Quality Support Specialist plays a crucial role in assisting the Senior Manager of Quality Assurance in establishing a quality infrastructure that proactively addresses system and process-related failures. Additionally, the Quality Support Specialist will support business units by evaluating, planning, diagnosing issues, and implementing improvements in processes and practices.

DUTIES AND RESPONSIBILITIES:

• Assist in the development and implementation of quality assurance processes.
• Monitor products and services for compliance with quality standards
• Perform regular quality audits to identify areas for improvement.
• Maintain accurate records of quality assurance activities and findings.
• Aid in developing reports on various quality metrics to be distributed to department leaders.
• Work closely with various departments to strengthen quality initiatives.
• Participate in cross-functional projects aimed at improving overall quality and efficiency.
• Diagnose and resolve issues that arise with business operations across various applications, including EDDG, Tasking, ARCH, Twistle, Client Instructions, and FirstScript.
• Collaborate with Sr. Quality Assurance Manager to maintain clear documentation of system configurations, procedures, existing enhancements, and pending bug fixes, thereby assisting in facilitating prioritized deployments.
• Lead the administrative operations coordinators through complex change request submitted by clients and internal

personnel.

• Meet regularly with Sr. Manager of Quality Assurance to review quality reporting, identify defects, and recommend process changes based on quality oversight.
• Act as the primary contact for troubleshooting active production issues in collaboration with the Business Analyst team, aiming for immediate resolution for production staff.
• Coordinate system updates, changes, and deployments with all affected parties through various channels
• Other duties as assigned
• Responsible for complying with Paradigm IT security requirements and policies
• Responsible for safeguarding Paradigm or Paradigm related IT passwords
• Responsible for notifying Paradigm of any IT security incidents per policy 16.0 Information Security Incident Management

QUALIFICATION REQUIREMENTS:

• Knowledge of process assessment and optimization techniques
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multitasking skills
• Demonstrated ability to define, manage, and modify operational processes and workflows. Experience and working knowledge of training techniques. Demonstrated ability to work collaboratively to address operational and customer requests. Proficient in MSWord for Windows, intermediate to advanced level computer experience on a compatible computer and Windows software required.
• Healthcare knowledge strongly preferred
• Bachelor's Degree in appropriate field of study or equivalent work experience

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.

As a contractor with the State of Wisconsin, Paradigm complies with Wisconsin Contract Compliance Law (§16.765). Poster link: Contract Compliance Law Poster

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