Concentra Hiring for Customer Support Specialist Job at Addison, TX Full Time

Responsibilities:

• First point of contact for incoming customer service, Customer Portal, and travel health calls
• First point of escalation for all customer complaints to Operations
• Review and process all inquiries/issues from patients and employers
• Review, processes and supports client updates or issues for patients and employers while maintaining department standard operating procedures
• Input data into closed loop proprietary database system
• Validate data for accuracy to ensure the highest level of data integrity
• Record all appropriate information via internal applications
• Responsible for daily completion of cases/triage while meeting production requirements
• Communicate with employers for account verification for customer portal and eScreen’s Extranet issues
• Escalate HIPPA incidents to leadership
• Schedule and inform travel health appointments in a timely manner
• Troubleshoot complaints pertaining to portal & reporting issues in all applicable systems
• Coordinate with Information Systems on all technical issues which cannot be resolved with internal troubleshooting process
• Identify trends or patterns in account data and/or efficiencies
• This 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 equivalent
• Some 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 environment
• Proven 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 Extranet
• Comfortable with using technology and able to learn new systems/applications
• Skilled at multitasking in multiple systems/applications simultaneously
• 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
• Effective ability to work in a team environment, as well as independently when required
• Effective interpersonal and communication skills a must; ability to read, write, and speak professionally
• Demonstrated working knowledge of Microsoft Office (Word, Excel, PowerPoint and Outlook)
• Ability to work well with others
• Comfortable in a high-demand environment
• Ability to retain and apply new information quickly
• Concentra core competencies of service mentality, attention to detail, sense of urgency, initiative and flexibility

Additional Data:

Employee Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off & Extended Illness Days Offered
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts