Customer Advocacy Representative

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 ofAmerica’s workforce, one patient at a time. With a wide range of services and proactive approaches tocare, Concentra colleagues provide exceptional service to employers and exceptional care to theiremployees.

Position SummaryThe Customer Advocacy Representative is responsible for managing the intake, management andresolution of issues and questions reported by Concentra customers and internal colleagues. TheCustomer Advocacy Representative will play a critical role in ensuring our customers receive prompt andefficient assistance through telephonic, online chat and messaging platforms to resolve customerinquiries and issues in real-time while providing exceptional customer experience. Real time resolution ofcustomer needs requires coordination across many internal departments and the effective use ofConcentra's expansive suite of multiple customer applications. The Customer Advocacy Representativeshould have impeccable customer service and excellent written and verbal communication skills in linewith Concentra's Orange Book values. This includes maintaining a professional composure whenmanaging high-stakes conversations. The Customer Advocacy Representative will serve as an advocatefor the customer and aid in their use of Concentra's products and services.

Responsibilities

Essential Duties and Responsibilities• Engage with customers in real time primarily through telephonic, online chat, queueing andmessaging platforms, responding to inquiries, providing information, and portal support.• Resolve customer issues and complaints in a timely and professional manner• Document customer interactions, including the nature of inquiries, root cause, solutions provided,and any follow-up actions.• Meet or exceed performance targets, including response time, customer satisfaction scores, andchat volume goals.• Stay updated on product knowledge and company policies to provide accurate and up-to-dateinformation to customers.• Collaborate with team members and other departments to ensure consistent and effectivecustomer support.

Analyze complex account data and practice critical thinking skills to uncover errors in accountdata that lead to service delivery problems and/or billing issues. Once identified, take steps toresolve the issue.• Evaluate customer data across multiple disparate systems and connect the dots to ensurecomplete issue resolution and future issue prevention• Accurately update customer account information and data in the Centralized CustomerManagement (CCM) database• As a subject matter expert, advise customers on Concentra processes, products and outcomes• Partner with the local clinic, sales and payor departments, and billing office management team toaddress and resolve customer issues and complaints

Qualifications

Education Level: High School Diploma or GEDEducation Details:• High school diploma or GED equivalent• Some college courses in Business Administration or in a related field from an accredited collegeor universityExperience in lieu of required education is acceptable: YesContinuing education is required to maintain license and to perform job: No

Job-Related ExperienceCustomarily has at least the following experience:2 years• Customarily has at least two years of experience in telephonic account management or customerservice or clinical practice experience• Healthcare industry experience preferred• Experience in occupational health care or workers' compensation preferredJanuary 26, 2026• Proficiency in using computers and familiarity with chat and messaging platforms

Job-Related Skills/Competencies• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative andFlexibility• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, andpropose quality solutions• Outstanding customer service skills as well as the ability to deal with people in a manner which showstact and professionalism• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) inaccordance with federal and state laws and company policies• Excellent written and verbal communication skills• Outstanding customer service skills as well as the ability to deal with people in a manner whichshows tact and professionalism, empathy, patience and customer-focused attitude• Ability to analyze complex customer data to determine the root cause and make the appropriatecorrections• Ability to make decisions or solve problems by using logic to identify key facts, explorealternatives, and propose quality solutions• Ability to maintain composure and professionalism when addressing customer complaints andworking with internal colleagues toward a resolution• Strategic thinking skills/critical thinking skills to understand a 360-degree view of customers anddefine the root cause of customer issues• Ability to work in a fast-paced environment and remaining calm• Demonstrated working knowledge of Microsoft Office (Word, Excel, PowerPoint and Outlook)

Physical/Mental RequirementsThe physical demands described here are representative of those that must be met by an employee tosuccessfully perform the essential functions of this job. Reasonable accommodations may be made toenable individuals with disabilities to perform the essential functions. While performing the duties of thisjob, the employee is continuously required to sitting for extended periods of time and may frequently tooccasionally stand or walk. The position will require continuous use of hand and fingers for typing, flex orextend wrist to perform other job-related tasks. The employee is continuously required to use hands andfingers to feel, handle, or operate PC, office equipment and/or other equipment or tools; and reach, graspor squeeze with hands and arms. Lift or carry up to 10 pounds. The ability to hear and understand withclarity and detect sound on a continuous basis, and have conversations with staff, patients, customers,management, etc. Normal or corrected vision to acceptable levels for common office work. It is necessaryto view and type on computer screens for variable periods of time.Work is performed in an office environment. Involves continuous telephone contact with clients.Interaction with others is constant with frequent interruptions. Requires the ability to work in a fast-pacedand demanding environment, to work a flexible schedule and to effectively resolve conflicts as they arise.

The mental demands described here are representative of those that must be met by an employee toperform the essential functions of this job successfully. In this position, the employee may have imposedpressure on a routine and frequent basis to meet various deadlines, unpredictable situations and tohandle confidential and sensitive information and situations with care.Travel is not required for this position.

Additional Data

• 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 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.