Client Support Manager

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Client Support Manager is responsible for the key strategies that involve knowing all stakeholders impacting best-in-class injury care, engaging colleagues to exceed customer expectations and proposing ideas and processes that will benefit cost and quality outcomes in accordance with Concentra’s policies, procedures, applicable regulations.

Benefits

Employee Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation , if required.

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

Concentra is an Equal Opportunity Employer, including disability/veterans

Responsibilities

• Provides exceptional internal and external service by demonstrating a welcoming, respectful, and skillful behaviors
• Responsible for direct, daily communication with the client and center colleagues to ensure essential services are completed in a timely fashion such as client documents, forms, and appointments
• Address and resolve escalated client issues, working with other departments as needed to find solutions
• Identify and implement strategies to improve customer support processes, enhance efficiency, and increase customer satisfaction
• Develop and implement client support policies and procedures, ensuring compliance with company guidelines and industry standards
• Ability to articulate the needs and concerns of the client to ensure center colleagues can work to address in a timely manner and in accordance with Concentra policies and processes
• Provides feedback to center colleagues and client stakeholders to reduce constraints preventing the delivery of optimum customer service
• Attends all meetings and calls when invited to assess service delivery and recovery and provide responses to client with accurate and reliable information after review with Concentra leadership
• Focuses on continuous improvement by regularly analyzing processes, procedures, and operating practices and suggesting changes to benefit and grow services for both client and Concentra.
• Ability to coordinate, prioritize and work on multiple tasks across multiple centers
• Prepares reports and presentations from Concentra databases as requested for client and after review by Concentra leadership. Such reports may include respective center client volumes, segregation of data by client departments, and showing actionable trends
• Be able to meet in-person with client and center leadership on an as needed basis
• Ability to meet in-person with Concentra Leadership, center colleagues, and client stakeholders when required by management
• Position requires access to confidential and sensitive information, requiring ongoing discretion and secure information management
• Must be willing to go onsite once or twice a week
• Must be willing to travel 20%

Qualifications

• Education Level: Associate Degree
• Experience in lieu of required education is acceptable
• Minimum 2-5 years’ experience in field of Occupational Medicine or equivalent role

Job-Related Experience

• Excellent customer service, writing and documentation skills
• Strong conceptual, analytical, managerial and interpersonal skills
• Excellent relationship building skills
• Strong analytical and problem-solving skills
• Ability to take initiative, make decisions, and be accountable
• High level of attention to detail, organizational skills and time-management capability
• Team player, self-starter able to work with little supervision
• Sensitivity to the needs of every individual to be treated with respect and fairness.
• Ability to maintain a professional demeanor and confidentiality.
• Excellent organizational and multi-tasking skills
• Knowledge of assigned state(s) workers’ compensation rules and regulations
• Broad knowledge of desktop computer applications
• Strong understanding of corporate accounting and internal control procedures.
• Knowledge of accounting and financial reporting software
• Proficient in Microsoft products and software
• Excellent written and verbal communication skills with ability to communicate effectively with colleagues at all levels of the organization
• Must display proper business etiquette and be skilled in the arts of diplomacy and tact
• Working knowledge of any and all client nuance and the juxtaposition of Concentra model
• Ability to build and maintain productive business relationships
• Strategic and root cause analysis skills
• Continuous Improvement skills
• Project Management skills
• Knowledge and understanding of EMR software and center scheduling practice