Specialist, Customer Engagement

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 Engagement Account Specialist is responsible for supporting the functions and needs of Concentra's valued customer and Account Managers. The Customer Engagement Account Specialist will process internal and customer requests to accurately update strategic and key account data while partnering with multiple disciplines to resolve customer issues. This role includes virtually supporting Account managers with an assigned book of customers with conversations focused on gaining customer insights and addressing customer needs. Using a keen attention to detail, and efficient work pace, and a customer-focused approach, the Customer Engagement Account Specialist will support the growth and retention of Concentra's largest customers.

Responsibilities

Partner with the Strategic & Key Account Managers to support customers and expand their use of Concentra Services

Virtually meet with Account Manager & their assign customers to support account reviews, and problem solve customer issues

Communicate with customer to gauge their satisfaction with Concentra and to fully understand customer complaints and concerns.

Engage with Strategic and Key Account Manager, and their customers, to understand the customer's business needs and develop system-based solutions to address those needs

Review complex account data and practice critical thinking skills to uncover errors in account data that lead to service delivery and/or billing issues

Initiate update to correct errors in Concentra's Centralized Customer Management (CCM) and HUB Applications

Ensure proper service delivery, reporting, and billing through correct account set up

Validate the quality of data on assigned accounts & Consult the Account Manager and customer on recommended account set up to achieve internal standards and accomplish customer needs

Collaborate with multiple internal disciplines to identify and resolve the root cause of customer issues as they arise

Leverage strong understanding of the changing workers' compensation ecosystem to assist the account manager and maximize the customer's user of Concentra Services.

Educate customers on Concentra processes, products, and outcomes

Record internal requests and customer conversations in Microsoft Dynamics 365 CRM

Qualifications

Education Level: High School Diploma or GED Major: Business Administration or a related field Degree must be from an accredited college or university.

Education Details: High School diploma or GED equivalent

Associates degree in Business Administration or in a related field preferred

Job-Related Experience 1 Year

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

Exceptional interpersonal skills and customer service skills which should include professionalism, impartiality, and flexibility in thinking

Solid work ethic and integrity with a desire to work with a high level or energy and encourage others to do the same

Excellent organization and time management skills, with the ability to move between diverse tasks

Demonstrate customer-focused approach, which include courteous and respectful interactions with customers especially when handling customer complaints or objections

Ability to work in a fast‑paced environment with aggressive performance expectations

Strong systems skills and comfortability with working with technology, customer data applications, and Microsoft Office Suite.

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.

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