Overview
Concentra is recognized as the nation's leading occupational health care company.
With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America's workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.
The Customer Advocacy Team Lead is responsible for the support and development of an assigned team, to achieve a positive impact on data integrity and quality of customer service. Ensure the team follows Concentra's policies, practices, and procedures.
Responsibilities
Review daily team performance including metrics and assist supervisor in the distribution of the workload across team Daily completion of update cases for existing accounts and removal of suspense, while meeting production requirements and ensuring data quality Accountable for daily completion of new accounts, while meeting production requirements and ensuring data quality Identify missing data points; research and locate necessary information to ensure a complete and accurate entries Serve as first point of contact if an issue arises and provide guidance/support Responsible for triaging urgent/escalation requests, involving supervisor when needed Research and document HIPAA incidents with the privacy office Ensure colleagues are processing account updates per state specific guidelines and data requirements within defined standard operating procedures Lead weekly huddles with the team and supervisor Act as a mentor and provide training to front-line colleagues Develop and maintain positive relationships with team members Review daily adherence to departmental guidelines, including break times, dress code, etc. Provide coverage for colleagues and positional vacancies as needed Qualifications
Education Level: Major: Degree must be from an accredited college or university. Some college courses in a related field from an accredited college/university, preferred Customarily has at least two years or more years of experience working in a customer service, with six months performing data entry in multiple systems/applications simultaneously Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies Proficient user of Customer Relationship Management (CRM) system and Centralized Customer Management (CCM) system, Customer Portal, and eScreen's Extranet Comfortable with using technology and able to learn new systems/applications Skilled at multitasking in multiple systems/applications simultaneously Ability to work in a team environment, as well as independently when required Effective interpersonal and communication skills Demonstrated working knowledge of Microsoft Office (Word, Excel, PowerPoint and Outlook) Ability to work well with others Comfortable in a high-demand environment Retain and apply new information quickly Additional Data
Employee Benefits
401(k) Retirement Plan with Employer Match Medical, Vision, Prescription, Telehealth, & Dental Plans Life & Disability Insurance Paid Time Off Colleague Referral Bonus Program Tuition Reimbursement Commuter Benefits Dependent Care Spending Account Employee Discounts
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, if required.
*This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management*
Concentra is an equal opportunity employer that prohibits discrimination, and will make decisions regarding employment opportunities, including hiring, promotion and advancement, without regard to the following characteristics: race, color, national origin, religious beliefs, sex (including pregnancy), age, disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other basis protected by federal, state or local fair employment practice laws.
Concentra is recognized as the nation's leading occupational health care company.
With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America's workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.
The Customer Advocacy Team Lead is responsible for the support and development of an assigned team, to achieve a positive impact on data integrity and quality of customer service. Ensure the team follows Concentra's policies, practices, and procedures.
Responsibilities
Review daily team performance including metrics and assist supervisor in the distribution of the workload across team Daily completion of update cases for existing accounts and removal of suspense, while meeting production requirements and ensuring data quality Accountable for daily completion of new accounts, while meeting production requirements and ensuring data quality Identify missing data points; research and locate necessary information to ensure a complete and accurate entries Serve as first point of contact if an issue arises and provide guidance/support Responsible for triaging urgent/escalation requests, involving supervisor when needed Research and document HIPAA incidents with the privacy office Ensure colleagues are processing account updates per state specific guidelines and data requirements within defined standard operating procedures Lead weekly huddles with the team and supervisor Act as a mentor and provide training to front-line colleagues Develop and maintain positive relationships with team members Review daily adherence to departmental guidelines, including break times, dress code, etc. Provide coverage for colleagues and positional vacancies as needed Qualifications
Education Level: Major: Degree must be from an accredited college or university. Some college courses in a related field from an accredited college/university, preferred Customarily has at least two years or more years of experience working in a customer service, with six months performing data entry in multiple systems/applications simultaneously Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies Proficient user of Customer Relationship Management (CRM) system and Centralized Customer Management (CCM) system, Customer Portal, and eScreen's Extranet Comfortable with using technology and able to learn new systems/applications Skilled at multitasking in multiple systems/applications simultaneously Ability to work in a team environment, as well as independently when required Effective interpersonal and communication skills Demonstrated working knowledge of Microsoft Office (Word, Excel, PowerPoint and Outlook) Ability to work well with others Comfortable in a high-demand environment Retain and apply new information quickly Additional Data
Employee Benefits
401(k) Retirement Plan with Employer Match Medical, Vision, Prescription, Telehealth, & Dental Plans Life & Disability Insurance Paid Time Off Colleague Referral Bonus Program Tuition Reimbursement Commuter Benefits Dependent Care Spending Account Employee Discounts
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, if required.
*This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management*
Concentra is an equal opportunity employer that prohibits discrimination, and will make decisions regarding employment opportunities, including hiring, promotion and advancement, without regard to the following characteristics: race, color, national origin, religious beliefs, sex (including pregnancy), age, disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other basis protected by federal, state or local fair employment practice laws.