Customer Engagement Advocate- Remote

Overview

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 Customer Engagement Advocate is responsible for using sales skills, customer service, and product expertise to influence customers and support Concentra's valued customers. The Customer Engagement Advocate contacts existing Strategic and Key Customers to onboard new local decision makers, educate existing decision makers on new product and service lines, and maximize their utilization of Concentra products and services. In this role, the Customer Engagement Advocate will leverage customer knowledge and utilize creative approach to identify sales opportunities for continued customer growth and retention.

Responsibilities

• Partner with the Strategic and Key account managers to onboard customers and expand their use of Concentra services.
• Telephonic and/or digital outreach to existing customer leads that are generated through analysis of Strategic and Key accounts utilization of Concentra services.
• Maintain strong knowledge of Concentra's products and services, and leverages this knowledge through the selling and implementation processes
• Leverage industry knowledge to identify opportunities to maximize the customer's use of Concentra's products and services.
• Educate customers on Concentra processes, products, and outcomes
• Engage in customer follow up to previously sold customer to ensure continued satisfaction and utilization of Concentra services.
• Engage in thorough interaction with customers to gauge their satisfaction with Concentra and to fully understand customer complaints and concerns.
• Initiate updates to correct errors in Concentra's Centralized Customer Management (CCM) and HUB applications
• Ensure proper service delivery, reporting, and billing through correct account set up.
• Collaborate with internal disciplines to identify and resolve the root cause of customer issues as they arise.
• Create, close, and implementation plans that shorten the sales cycle and increases market share by customer
• Document and maintain accurate records of all sales and account maintenance activities in Microsoft Dynamics 365 CRM

Qualifications

Education Level: High School Diploma or GED

Job-Related Experience

• Minimum of one or more years of experience in customer service, call center management, or account management
• Healthcare industry experience preferred
• Experience in occupational health care or workers' compensation preferred
• Proficiency in using computers and familiarity with chat and messaging platforms
• At least one or more years of experience using customer data applications, CRM, ticketing systems, and/or phone queues

Job-Related Skills/Competencies

• 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
• Exceptional interpersonal skills and customer service skills which should include professionalism, impartiality, and flexibility in thinking
• Solid work ethic and integrity with a desire to work with a high level or energy and encourage others to do the same
• Excellent organization and time management skills, with the ability to move between diverse tasks
• Demonstrate customer-focused approach, which include courteous and respectful interactions with customers especially when handling customer complaints or objections
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Ability to work in a fast-paced environment with aggressive performance expectations
• Strong systems skills and comfortability with working with technology, customer data applications, and Microsoft Office Suite.

Additional Data

• 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. Concentra provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, pregnancy, protected veteran status, disability, or other protected categories. In addition, Concentra Inc. complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. 

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.