Customer Advocacy Representative - Remote Addison, TX at Concentra

Addison, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

25 Jun, 26

Salary

0.0

Posted On

27 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Call Center, HIPAA Compliance, Data Integrity, Problem Solving, Multitasking, Teamwork, Communication, Microsoft Office, CRM System Proficiency, CCM System Proficiency, Customer Portal Navigation, eScreen's Extranet Navigation, Tact, Professionalism, Information Retention

Industry

Hospitals and Health Care

Description

Overview Please be advised, if you are viewing this position on Indeed, that the salary rate/range set forth herein was provided by Indeed. Concentra's market specific rate/range will be provided during the interview process. 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. 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 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. Qualifications Physical Requirements: Must be able and willing to travel to Addison, Tx to complete new hire orientation. 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 or more years of experience in a call center environment Proven ability working in multiple systems/applications simultaneously while on the phone Job-Related Skills/Competencies 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 Additional Data Employee Benefits 401(k) Retirement Plan with Employer Match Medical, Vision, Prescription, Telehealth, & Dental Plans Life & Disability Insurance Paid Time Off & Extended Illness Days Offered Colleague Referral Bonus Program Tuition Reimbursement Commuter Benefits Dependent Care Spending Account Employee Discounts This job requires access to confidential and critical information, requiring ongoing discretion and secure information management. 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. Concentra is an equal opportunity employer, including disability/veterans Concentra is an equal opportunity employer that prohibits discrimination, and will make decisions regarding employment opportunities, including hiring, promotion and advancement, without regard to the following characteristics: race, color, national origin, religious beliefs, sex (including pregnancy), age, disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other basis protected by federal, state or local fair employment practice laws.

Responsibilities

The Customer Advocacy Representative serves as the first point of contact for patients needing assistance with facilities/services and employers with portal requests, handling inquiries, complaints, and processing necessary updates while adhering to standard operating procedures. This role involves managing case triage, verifying account information, scheduling appointments, troubleshooting portal/reporting issues, and escalating technical or HIPAA incidents as required.