Customer Advocacy Representative

Concentra•Addison, TX

1d•Onsite

About The Position

The Customer Advocacy Representative is responsible for managing the intake, management and resolution of issues and questions reported by Concentra customers and internal colleagues. The Customer Advocacy Representative will play a critical role in ensuring our customers receive prompt and efficient assistance through telephonic, online chat and messaging platforms to resolve customer inquiries and issues in real-time while providing exceptional customer experience. Real time resolution of customer needs requires coordination across many internal departments and the effective use of Concentra's expansive suite of multiple customer applications. The Customer Advocacy Representative should have impeccable customer service and excellent written and verbal communication skills in line with Concentra's Orange Book values. This includes maintaining a professional composure when managing high-stakes conversations. The Customer Advocacy Representative will serve as an advocate for the customer and aid in their use of Concentra's products and services.

Requirements

High school diploma or GED equivalent
Some college courses in Business Administration or in a related field from an accredited college or university
Experience in lieu of required education is acceptable
Customarily has at least two years of experience in telephonic account management or customer service or clinical practice experience
Proficiency in using computers and familiarity with chat and messaging platforms
Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
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
Excellent written and verbal communication skills
Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism, empathy, patience and customer-focused attitude
Ability to analyze complex customer data to determine the root cause and make the appropriate corrections
Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
Ability to maintain composure and professionalism when addressing customer complaints and working with internal colleagues toward a resolution
Strategic thinking skills/critical thinking skills to understand a 360-degree view of customers and define the root cause of customer issues
Ability to work in a fast-paced environment and remaining calm
Demonstrated working knowledge of Microsoft Office (Word, Excel, PowerPoint and Outlook)

Nice To Haves

Healthcare industry experience preferred
Experience in occupational health care or workers' compensation preferred

Responsibilities

Engage with customers in real time primarily through telephonic, online chat, queueing and messaging platforms, responding to inquiries, providing information, and portal support.
Resolve customer issues and complaints in a timely and professional manner
Document customer interactions, including the nature of inquiries, root cause, solutions provided, and any follow-up actions.
Meet or exceed performance targets, including response time, customer satisfaction scores, and chat volume goals.
Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.
Collaborate with team members and other departments to ensure consistent and effective customer support.
Analyze complex account data and practice critical thinking skills to uncover errors in account data that lead to service delivery problems and/or billing issues. Once identified, take steps to resolve the issue.
Evaluate customer data across multiple disparate systems and connect the dots to ensure complete issue resolution and future issue prevention
Accurately update customer account information and data in the Centralized Customer Management (CCM) database
As a subject matter expert, advise customers on Concentra processes, products and outcomes
Partner with the local clinic, sales and payor departments, and billing office management team to address and resolve customer issues and complaints