Customer Advocacy Representative

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.

• 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.

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, init