Specialist, Cust Engagement - Results Reporting

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-Results Reporting Specialist is responsible for processing external strategic and key customer requests for missing or updating patient results and reports. The Customer Engagement-Results Reporting Specialist will partner with multiple disciplines to understand the root cause of the customer's results reporting issue and provide applicable solutions, when possible, to prevent future results & reporting issues. This role includes regular written and virtual communication with internal and external customers with the focus of gaining insight and addressing customer needs. Using a keen attention to detail, an efficient work pace, and a customer-focused approach, the CES will support the retention of Concentra's largest customers.

Engage with Strategic and Key Account Manager, and their customers, to understand the customer's results reporting needs and develop supported solutions to address those needs
• Review complex account data and practice critical thinking skills to uncover errors in account data that lead to results/reporting delivery issues
• Initiate updates to correct errors in Concentra's Centralized Customer Management (CCM) application and Concentra HUB.
• Collaborate with internal disciplines to identify and resolve the root cause of customer resultsreporting issues
• Advise customers on Concentra results reporting processes
• Record internal and customer requests in Microsoft Dynamics 365 CRM for tracking purposes

• High School Diploma or GED ; Associate's degree in business administration preferred
• Experience in lieu of required education is acceptable
• One year of experience in telephonic account management or customer service or clinical practice experience
• Healthcare industry experience preferred
• Proficiency in using computers and familiarity with chat and messaging platforms
• Exceptional interpersonal skills and customer services skills which should include professionalism, impartiality, and flexibility in thinking
• Ability to solve problems by using logic to identify key facts and propose quality solutions
• Ability to work in a fast-paced environment with aggressive performance expectations
• Strong systems skills and comfortability with working with technology and customer data applications
• Excellent organization and time management skills, with the ability to move between diverse tasks
• Demonstrates customer-focused approach, which include courteous and respectful interactions with customer especially when handling customer complaints
• Solid work ethic and integrity with a desire to work with a high level of energy

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, including disability/veterans