Welcome page Returning Candidate? Log back in! Client Support Manager Location US-TX-San Antonio Job ID 337995 Pos. Category Corporate - Customer Service Pos. Type Full Time Recruiter : Full Name: First Last Enrique Camblor 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 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.

Responsibilities Provides exceptional internal and external service by demonstrating a welcoming, respectful, and skillful behaviorsResponsible 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 appointmentsAddress and resolve escalated client issues, working with other departments as needed to find solutionsIdentify and implement strategies to improve customer support processes, enhance efficiency, and increase customer satisfactionDevelop and implement client support policies and procedures, ensuring compliance with company guidelines and industry standardsAbility 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 processesProvides feedback to center colleagues and client stakeholders to reduce constraints preventing the delivery of optimum customer serviceAttends 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 leadershipFocuses 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 centersPrepares 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 trendsBe able to meet in-person with client and center leadership on an as needed basisAbility to meet in-person with Concentra Leadership, center colleagues, and client stakeholders when required by managementPosition requires access to confidential and sensitive information, requiring ongoing discretion and secure information managementMust be willing to go onsite once or twice a weekMust be willing to travel 20% Qualifications Education Level: Associate DegreeExperience in lieu of required education is acceptableMinimum 2-5 years’ experience in field of Occupational Medicine or equivalent role

Job-Related Experience

Excellent customer service, writing and documentation skillsStrong conceptual, analytical, managerial and interpersonal skillsExcellent relationship building skillsStrong analytical and problem-solving skillsAbility to take initiative, make decisions, and be accountableHigh level of attention to detail, organizational skills and time-management capabilityTeam player, self-starter able to work with little supervisionSensitivity 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 skillsKnowledge of assigned state(s) workers’ compensation rules and regulationsBroad knowledge of desktop computer applicationsStrong understanding of corporate accounting and internal control procedures.Knowledge of accounting and financial reporting softwareProficient in Microsoft products and softwareExcellent written and verbal communication skills with ability to communicate effectively with colleagues at all levels of the organizationMust display proper business etiquette and be skilled in the arts of diplomacy and tactWorking knowledge of any and all client nuance and the juxtaposition of Concentra modelAbility to build and maintain productive business relationshipsStrategic and root cause analysis skillsContinuous Improvement skillsProject Management skillsKnowledge and understanding of EMR software and center scheduling practice Additional Data

Employee Benefits

401(k) Retirement Plan with Employer MatchMedical, Vision, Prescription, Telehealth, & Dental PlansLife & Disability InsurancePaid Time OffColleague Referral Bonus ProgramTuition ReimbursementCommuter BenefitsDependent Care Spending AccountEmployee 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 

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