Job Abstract

Job ID

290149

Pos. Category

Corporate - Customer Service

Pos. Type

Full Time

• Provides exceptional internal and external service by demonstrating welcoming, respectful and skillful behaviors
• Communicates with all stakeholders, payers, employers and patients as appropriate
• Ensures appropriate staffing levels are achieved to ensure resources are managed efficiently
• Ensure Colleagues understand the departments vision and strategy as well as their role in achieving it
• Provides ongoing coaching and feedback with the intention of enhancing the contributions, competencies and performance of colleagues in order to achieve daily and monthly departmental goals
• Analyzes and identifies the reason for variation in an individuals performance in order to guarantee key outcome measures are met, while aiding in the removal of barriers to success
• Participates in quality assurance processes including but not limited to the audit program, case reviews and training sessions
• Monitors production metrics in order to hold colleagues accountable for meeting and exceeding expectations
• Builds positive relationships by maintaining proactive communication to ensure efficient, accurate and timely responses to internal/external customer needs. Builds relationships with provider and payor communities.
• Interviews and assists Manager with decisions on hiring of new colleagues. Responsible for new hire evaluations and annual reviews, both drafting and upon Managers approval, conducting the reviews
• Ensures continuous improvement by constantly analyzing processes, procedures and operating practices; Suggests and implements change
• Uses proactive solution minded thinking to improve the team or processes with management approval
• 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 Level:

• High School Diploma or GED
• Prefer one to two years of college education in business or equivalent certification from a trade school.

Experience:

• Two years of experience in a medical office position, preferably related to Workers' Compensation. Experience with specialty and/or therapy services authorization processes. Knowledge of medical terminology, computer and word processing experience. Previous experience as a Team Lead or Supervisor to include colleague development and staffing experience
• 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
• Excellent written and verbal communication skills with ability to communicate effectively with colleagues at various levels of the organization
• Must display proper business etiquette and be skilled in the arts of diplomacy and tact
• Ability to organize and manage multiple priorities and/or projects by using appropriate methodologies and tools
• Excellent time management skills including the ability to multitask and prioritize in a fast paced environment
• Strong attention to detail

• 401(k) with Employer Match
• Medical/Vision/Prescription/Dental Plans
• Life Insurance/Disability
• Paid Time Off
• Colleague Referral Bonus Program

This position is eligible to earn a base compensation rate in the range of $28.52 to $32.28 hourly depending on job-related factors as permitted by applicable law, such as level of experience, geographic location where the work is performed, and/or seniority.

• External candidates: submit your application on concentra.com/careers
  
• Current colleagues: visit the internal career portal on the main page of MyConcentra to apply

Concentra is an Equal Opportunity Employer, including disability/veterans