Customer Support Specialist

Job Id
Job Location
Addison, TX
Employment Type
Full Time Regular
Health Care

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:
o A healing focus
o A selfless heart
o A tireless resolve

The Customer Support Specialist 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

• Direct reports: No
• Indirect reports: No

Concentra is a national health care company focused on improving America’s health, one patient at a time. Through our affiliated clinicians, we provide occupational medicine, urgent care, primary care, physical therapy, and wellness services. Concentra als o serves employers by providing a broad range of onsite health services in worksite medical facilities.


• High school diploma or GED equivalent
• Some college courses in Business Administration or in a related field from an accredited college/university, preferred

• 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

• 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, initiative and flexibility


EEO Statement:
Concentra provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, pregnancy, protected veteran status, disability, or other protected categories. In addition, Concentra complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities.

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, sexual orientation, gender identity, disability or medical or veteran status in accordance with federal law. In addition, Concentra Inc. complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities.

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