Welcome page Returning Candidate? Log back in! Customer Advocacy Representative Location US-TX-Addison Job ID 316908 Pos. Category Corporate - Customer Service Pos. Type Full Time Overview

Please be advised, if you are viewing this position on Indeed, that the salary rate/range set forth herein was provided by Indeed. Concentra's market specific rate/range will be provided during the interview process.

 

Position Summary: The Customer Advocacy Representative supports Concentra's patients with their inquiries regarding facility and services and employers with their portal related requests. The Customer Support team is responsible for ensuring our customers are supported if they need assistance with our portal, travel health, or their visit to one of our medical centers.

Responsibilities First point of contact for incoming customer service, Customer Portal, and travel health callsFirst point of escalation for all customer complaints to OperationsReview and process all inquiries/issues from patients and employersReview, processes and supports client updates or issues for patients and employers while maintaining department standard operating proceduresInput data into closed loop proprietary database systemValidate data for accuracy to ensure the highest level of data integrityRecord all appropriate information via internal applicationsResponsible for daily completion of cases/triage while meeting production requirementsCommunicate with employers for account verification for customer portal and eScreen’s Extranet issuesEscalate HIPPA incidents to leadershipSchedule and inform travel health appointments in a timely mannerTroubleshoot complaints pertaining to portal & reporting issues in all applicable systemsCoordinate with Information Systems on all technical issues which cannot be resolved with internal troubleshooting processIdentify trends or patterns in account data and/or efficienciesThis job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Qualifications

Education/Credentials

High school diploma or GED equivalentSome college courses in Business Administration or in a related field from an accredited college/university, preferred

Job-Related Experience

Customarily has at least one or more years of experience in a call center environmentProven ability working in multiple systems/applications simultaneously while on the phone

Job-Related Skills/Competencies

Proficient user of Customer Relationship Management (CRM) system and Centralized Customer Management (CCM) system, Customer Portal, and eScreen’s ExtranetComfortable with using technology and able to learn new systems/applicationsSkilled at multitasking in multiple systems/applications simultaneouslyAbility to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutionsOutstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalismThe ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policiesEffective ability to work in a team environment, as well as independently when requiredEffective interpersonal and communication skills a must; ability to read, write, and speak professionallyDemonstrated working knowledge of Microsoft Office (Word, Excel, PowerPoint and Outlook)Ability to work well with othersComfortable in a high-demand environmentAbility to retain and apply new information quicklyConcentra core competencies of service mentality, attention to detail, sense of urgency, init Additional Data

Employee Benefits

401(k) Retirement Plan with Employer MatchMedical, Vision, Prescription, Telehealth, & Dental PlansLife & Disability InsurancePaid Time Off & Extended Illness Days OfferedColleague Referral Bonus ProgramTuition ReimbursementCommuter BenefitsDependent Care Spending AccountEmployee Discounts

This job requires access to confidential and critical information, requiring ongoing discretion and secure information management.

 

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

 

Concentra is an equal opportunity employer, including disability/veterans

Options Apply NowApplyShare Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Application FAQs