Customer Advocacy Representative

Concentra•Addison, TX

About The Position

Position Summary: The Customer Advocacy Representative 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.

Requirements

High school diploma or GED equivalent
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, init

Nice To Haves

Some college courses in Business Administration or in a related field from an accredited college/university, preferred

Responsibilities

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