Support Specialist I

Please be advised if you are viewing this position on Indeed that the salary rate/range set forth herein was provided by Indeed. Concentras market specific rate/range will be provided during the interview process.

From our Dallas corporate headquarters to our clinics and worksite
locations Concentra colleagues remain focused on our driving purpose:
to provide superb patient and employer experience by delivering the
highest quality healthcare in an efficient affordable caring manner. We
do this by putting all customers (internal and external) first and by
displaying:
o A healing focus
o A selfless heart
o A tireless resolve

POSITION SUMMARY
The Support Specialist I provides first level assessment support and
resolutions. This position is responsible for delivering quality customer
service and handling daily support requests for our colleagues received
via phone calls chat or self-service incidents. Additionally the Support Specialist escalates any unresolved
issues to ensure a timely resolution.

THE DETAILS
Collect appropriate and accurate information while handling support incidents including logging
follow up updating and closing of incidents tasks or chats assigned. Escalate unresolved incidents
as needed
Maintain established goals set surrounding availability surrounding contacts and quality of
documentation surrounding the life cycle of a support incident
Utilize and contribute feedback to support Knowledgebase
Support the mission and direction of Concentra both within the Information Services department
and throughout the corporation assist and collaborate with other colleagues while promoting a
positive workplace.
Utilize and contribute feedback to support Knowledgebase
Monitor and report on any security violations related to the unwarranted access to corporate data
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

SCOPE MEASURES
Direct reports: No
Indirect reports: No
Budget responsibility: No

EDUCATION/CREDENTIALS
High School Diploma required; College Degree preferred

In lieu of undergraduate degree the ratio is 1:1 meaning one year of college equals one year of
work experience and vice versa

JOB-RELATED EXPERIENCE
Customarily has at least 6 months of large-scale multi-site IS operations experience
PC Hardware and peripheral experience preferred
Knowledge of Microsoft productivity applications preferred
Knowledge of browser-based technology a plus
Understanding of operating systems such as Windows and OS X/iOS a plus
JOB-RELATED SKILLS/COMPETENCIES
Concentra Core Competencies of Service Mentality Attention to Detail Sense of Urgency
Initiative and Flexibility
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
Strong interpersonal and communication skills a must
Effective communication skills. Ability to read write and speak in a professional manner
Excellent analytical and problem-solving skills are essential
Ability to effectively multi-task and adapt to changing business priorities
Ability to work with minimal direction
Must possess a personal sense of urgency
Excellent time management and organizational skills are required
Excellent listening skills and attention to detail
Ability to think outside the box

Physical/Mental Requirements:
The physical demands described here represent those that an employee must meet to perform the essential
functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to
perform the essential functions. While performing the duties of this job the employee is continuously
sitting for extended periods occasionally standing and walking. May occasionally utilize hands and fingers
and continuous flexing or extending wrist to perform job-related tasks. Occasional stooping pushing
pulling kneeling reaching or overhead reaching climbing and frequent repetitive motion in the
performance of work. The ability to hear and understand with clarity detect sound and have conversations
with staff customers management etc. Hearing within the acceptable range for various contact forms such
as telephone in-person virtual etc. Normal or corrected vision to acceptable levels for office work. The
ability to lift/carry up to 10 pounds.
Work is performed in primarily in the office/field (remote) environment. Involves frequent contact with
clients other sales staff and management. Position requires flexibility in working hours. Must be able
effectively resolve conflicts as they arise.
The mental demands described here are representative of those that must be met by an employee to perform
the essential functions of this job successfully. In this position the employee may have imposed pressure on a routine and frequent basis to meet various deadlines contact with people in stressful and unpredictable
situations and to handle confidential and sensitive information and situations with care.

Travel: Minimal (may include overnight) travel up to 10 % by land or air is required of employee in this
position. While traveling the employee may encounter varying weather conditions road and walking
surfaces and will need to adjust to those conditions (i.e. inclement weather slippery surfaces wet surfaces
uneven surfaces humid cold or hot temperatures etc.). Also while traveling the employee will need to
adjust to the physical demands that may include: lifting to place luggage in overhead bin(s) standing in
line(s) walking sitting for unknown periods of time and other physical demands that traveling may impose
on a person.
The above statements for physical mental and working conditions are subject to change based on office
clinical or external/internal factors and environments.

FLSA: Non-Exempt

EEO Statement:
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.

Disclaimer:
This job description is not designed to cover or contain a comprehensive list of activities duties or
responsibilities required for this position.