Local Account Support Specialist Addison TX Full Time

Job Id
85747
Job Location
Addison, TX
Employment Type
Full Time-Regular
Industry
Health Care
Concentra
20181127T231212Z
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:

  • A healing focus
  • A selfless heart
  • A tireless resolve
Responsibilities

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 Details

Major 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
Qualifications

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

This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.

 

Concentra is an Equal Opportunity Employer, M/F/Disability/Veteran.



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.