Local Account Support Specialist - EG Addison, TX

From our Dallas corporate headquarters to our clinics and worksite locations, Concentra colleagues remain focused on our driving purpose: to provide superb patient and employer experience by delivering the highest quality healthcare in an efficient, affordable, caring manner. We do this by putting all customers (internal and external) first and by displaying:

A healing focus

A selfless heart

A tireless resolve

The Local Account Support team supports Concentra’s Operations, Sales and client base with new account creation, existing account maintenance/management and maintaining acceptable levels of client suspense transactions/revenue in key operating system and Client Relationship Management tools. The DetailsMajor activities involved in the work performed.

First point of escalation for all case related inquires/issues from Operations, Sales, Central Billing Office or from employer

Responsible for daily completion of cases & suspense while meeting production requirements

Reviews, processes and supports client updates or issues for Operations, Sales, Central Billing Office

Review, process and obtain state guidelines and standard operating procedures for account maintenance

Records all appropriate information via C4, CCM and Occusource per Concentra’s policy

Handle calls according to the call guidelines of the department

Provides all necessary information such as medical records or issues resolution to Operations, Sales or the employer pertaining to the Employer Portal

Builds relationships with Operations, Sales and Central Billing Office

Identifies trends or patterns in account data and/or efficiencies; Communicates these ides or trends to Lead and Supervisor

Communicate with employers for account verification purposes to meet Concentra’s account set up requirements

Troubleshoot complaints regarding account maintenance & reporting issues in all applicable systems, CCM, C4, Occusource and AllScripts

Communicate with Information Systems on all issues unable to resolve with internal troubleshooting process

Review, process and escalate customer complaints to Operations

Participates in quality assurance process including but no limited to the audit program, case reviews and training sessions

Scope measures

Position will be an individual contributor and does not have any direct or indirect reports

Directly responsible for meeting performance requirements and for accurate completion of daily assignments

Education/credentials

High School Diploma or equivalent: Bachelor's degree preferred

Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Outlook

Proficiency in a call center atmosphere

Job-related experience

1+ years’ experience in a call center environment

Proven ability working in multiple systems simultaneously while on phone

Experience in a service industry setting with constant client contact/interaction

Job-related skills/competencies

Detail oriented

Excellent verbal and written communication skills

Ability to work well with others

Comfortable in a high demand environment

Strong computer literacy (Internet Explorer, Excel, Word, Power Point)

Exceptional customer service skills

Retain and apply new information quickly

Working conditions/physical demands

Ability to work in an office environment, sitting for long periods of time

ID: 117583 External Company URL: www.concentra.com Street: 34515 TX-ADD-Spectrum Dr