Customer Success Specialist II

Job Id
154477
Job Location
Addison, TX
Employment Type
Full Time Regular
Industry
Health Care
Concentra
20210322T140931Z
Overview

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


POSITION SUMMARY
The Customer Success Specialist II supports Concentra’s Operations and Sales teams by creating new accounts, providing account maintenance/management within proprietary database while ensuring optimal data integrity. The Specialist II communicates with clients and reviews accounts for accuracy and completes set-up requests pertaining to account information and reporting.

Responsibilities

THE DETAILS
• Communicate with employers to ensure account data integrity; apprise employers of the process for results reporting via eScreen’s Extranet or Customer Portal
• Responsible for daily completion of new accounts, while meeting production requirements and ensuring data quality
• Research data provided to validate that it references a new account and not an active account
• Holistically review account set-up to identify duplications, inconsistencies in naming conventions, and ensure that accounts comply with department requirements
• When necessary, validate details of new account directly with customer
• Interact with customers to provide education and clarification of account set-up requirements
• Review and process new accounts per state specific guidelines and data requirements within standard operating procedures
• Provide customer support internally as well as externally
• Build relationships with employers, and Operations and Sales departments
• Coordinate with Information Systems on all technical issues which cannot be resolve with internal troubleshooting process
• Support special projects as assigned
• 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.

SCOPE MEASURES
• Direct reports: No
• Indirect reports: No
• Budget responsibility: Not applicable

Qualifications

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

JOB-RELATED EXPERIENCE
• Customarily has at least one year or more years of experience in customer service, with 6 months performing data entry in multiple systems/applications simultaneously

JOB-RELATED SKILLS/COMPETENCIES
• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• 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

Benefits
Benefits

The experience you will gain is limitless, as are the career advantages with Concentra. In addition to a full medical plan with a 401(k) employer match, we offer career advantages that are second to none:

  • Be part of a committed team that’s growing fast and making a difference
  • At many locations, you’ll enjoy a M-F schedule – your weekends are all yours
  • Work with leading edge technologies and continuously advance your knowledge and skills
  • Perform medical procedures beyond the traditional role

Concentra is an Equal Opportunity Employer, including disability/veterans 


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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