Customer Engagement Advocate

Concentra is recognized as the nations leading occupational health care company.
With more than 40 years of experience Concentra is dedicated to our mission to improve the health of
Americas 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 Concentras 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 this role the Customer Engagement Advocate will leverage customer knowledge and utilize creative approach to identify sales opportunities for continued customer growth and retention.

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 Concentras products and services and leverages this knowledge
through the selling and implementation processes
Leverage industry knowledge to identify opportunities to maximize the customers use of
Concentras 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 Concentras 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

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.

Education Level: High School Diploma or GED
Major:
Degree must be from an accredited college or university.
Education Details:
Associates degree in business administration preferred

Customarily has at least the following experience: 1 year
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

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.

While performing the duties of this job the employee is continuously sitting for extended periods
frequent walking and occasional standing. May continuously utilize hands and fingers for typing flex or extend wrist to perform other job-related tasks. The employee is continuously required to use hands and fingers to feel handle or operate PC office equipment and/or other equipment. Due to the nature of this position an employee can expect heavy computer usage requiring wrist flexion/extension for at least 8 hours per day. Occasional stooping pushing pulling reaching or overhead reaching and climbing in the performance of work. The ability to hear and understand with clarity and detect sound and have conversations with staff customers management etc. Hearing within the acceptable range for telephone and in-person contacts. Normal or corrected vision to acceptable levels for office work. The ability to lift/carry up to 10 pounds.
The mental demands described here are representative of those that must be met by an employee to perform the essential functions of this job 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 is not required for this position.

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 addition Concentra Inc. complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities

• 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.