Concentra Solutions Analyst II

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 Solutions Analyst II is responsible for delivering quality customer service by accepting warm transfers, or incidents escalated from support specialists in an assigned area(s) when incidents are not resolved on the first call. This position is primarily responsible for ensuring that all support interactions are answered and resolved. For any unresolved issues they will work with vendors or other needed functional teams until resolved. The analyst coordinates and communicates with other IS resources to improve solutions support as well as introduce new support items to the support team. When recurring incidents occur, the analyst may initiate problem management processes to determine root cause or known resolutions.

The Solutions Analyst will assist the Solutions Specialists to as coach and mentor, assuring that knowledge and training materials are accurate and up to date.

• Assist Solutions Specialists and Analysts as needed to assure timely and effective resolution of issues
• Backup Solutions Specialists when additional resources are needed, and priorities are changed during times of unusual volume
• Review outstanding issues on a daily basis to assure that troubleshooting and resolutions are current
• Participate in relevant information-sharing activities
• Develop reports, upon request, utilizing various report-writing tools in all applications
• Utilize, contribute to and build Solutions Support Knowledgebase
• Recognize any problem, hardware or software that may have ramifications enterprise-wide; strategize and define remediation plan with management and execute accordingly
• Assist in training new Solutions Support Specialists, as well as build out training plans for new staff
• Monitor and report on any security violations related to the unwarranted access to corporate data
• Maintain awareness of the rapidly changing environment and recommend cost efficient techniques
• Recognize potential areas where policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Submit recommendations as appropriate.
• Create, maintain, and update disaster recovery procedures when changes in hardware or applications occur
• Act as product liaison for major products, working with other departments as well as outside vendors to solve technical support issues
• Ensure all changes comply with change management policies and procedures
• Consistently follow documented call management processes including logging, follow up, updating and closing
• Meet all established goals for Availability - Warm transfers, After Call work and working active tickets. Meet all established goals for Customer Satisfaction.
• Meet established goals for contact and resolution times based on established priorities

• Education Level: Associate Degree. Degree must be from an accredited college or university.
• Experience in lieu of required education is acceptable
• Customarily has at least 5 years of technical Information Systems experience to include:
• Large scale multi-site IS operations support
• PC Hardware and peripheral support

Job Related Skills / Competencies

• 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
• Superior teamwork skills
• Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner
• Excellent analytical and problem-solving skills
• Demonstrated history of responsibility, punctuality, personal integrity and professionalism
• Ability to effectively multi-task and adapt to changing business priorities
• Excellent time management and organizational skills.
• Excellent listening skills and attention to detail
• Knowledge of Microsoft productivity applications
• Knowledge of browser-based technology
• Understanding of operating systems such as Windows and OS X/iOS
• Demonstrates proficiency in support computer or peripheral hardware and software, network connectivity issues, as well as any systems in use