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 Senior DME Coordinator plays a critical role in ensuring timely, accurate, and compliant delivery of durable medical equipment for patients with complex clinical and logistical needs. This position serves as a subject matter expert within the DME workflow and is responsible for managing high‑acuity, complex, or escalated cases that require advanced problem‑solving, coordination, and decision‑making.

In this fully remote role, the Senior DME Coordinator works closely with internal clinical teams, vendors, payors, and patients to resolve barriers to equipment access, troubleshoot issues, and drive resolutions for non‑standard or high‑risk situations. Leveraging deep knowledge of DME processes, insurance requirements, and regulatory guidelines, this position provides guidance and support to team members while ensuring exceptional service, compliance, and patient outcomes. The Senior DME Coordinator is expected to operate with a high level of autonomy, professionalism, and accountability, serving as a key escalation point within the DME team.

Position is full-time. Hours are Monday through Friday, 9:30a to 6p EST.

Responsibilities:

• Receive, review, and process Complex DME referrals from internal and external referral sources, ensuring accuracy and completeness prior to fulfillment.
• Coordinate with payors to obtain required authorizations prior to DME delivery.
• Work closely with DME vendors, providers, injured workers/patients, and referral sources to ensure appropriate equipment is delivered within required timeframes.
• Provide proactive status updates and delivery confirmations to all stakeholders.
• Manage complex, high risk, or escalated DME cases requiring advanced problem solving and coordination.
• Ensure accurate pricing and documentation are provided to Billing to support timely and correct invoicing.
• Maintain complete and compliant documentation, including prescriptions, clinical notes, authorizations, and invoices, in accordance with company policy and regulatory requirements.
• Assist with reconciliation of unmatched claims or billing discrepancies as needed.
• Quality, Compliance & Customer Experience
• Ensure compliance with payer guidelines, regulatory requirements, and internal policies related to DME and Protected Health Information (PHI).
• Provide exceptional customer service, addressing questions, concerns, and complaints in a timely and professional manner.
• Follow up with injured workers/patients and referral sources to ensure satisfaction and resolve service issues.
• Serve as a resource and mentor to DME Coordinators and Intake staff, providing guidance on workflows, systems, and complex cases.
• Assist leadership with onboarding and training of new team members.
• Support process improvement initiatives, documentation updates, and special projects related to DME operations.
• Identify opportunities to improve turnaround times, vendor performance, and service quality.
• Maintain reliable and predictable attendance during scheduled work hours.

Qualifications:

• High school diploma or equivalent required; associate degree or higher preferred.
• Minimum 35 years of experience in DME coordination, referral management, or related healthcare operations.
• Strong knowledge of Durable Medical Equipment processes, authorizations, and vendor coordination.
• Strong knowledge of medical terminology, healthcare documentation, and complex injuries.
• Proficiency with healthcare systems, referral platforms, and Microsoft Office applications.
• Excellent organizational, prioritization, and multi tasking skills.
• Strong written and verbal communication skills with a customer service focus.
• Workers' Compensation or Care at Home experience.
• Prior experience handling escalated or complex DME cases.
• Experience mentoring or supporting junior staff.
• Familiarity with DME billing workflows and payer requirements.
• Attention to detail and accuracy
• Customer centric mindset
• Problem solving and critical thinking
• Collaboration and teamwork
• Confidentiality and professionalism