Suspense Administrator - Linthicum, MD

Concentra is the nation's largest provider of occupational medicine in the United States, operating in every state as well as Canada and Puerto Rico. Our goal is to provide quality service, resulting in superior outcomes for our patients and customers.

We are uniquely qualified to work in every stage of occupational healthcare from
pre-injury services to managing a difficult case through to successful resolution. We hire people who are the best in their field--people who share our passion! Initiative is encouraged and creativity is rewarded; therefore, our employees love what they do and it shows in the quality of service we deliver.

Concentra is an equal opportunity employer.

JOB SUMMARY:
Maintain and administer the Market Suspense Client base-clearing the suspense, development of Protocols and notification of client in accordance with Concentra policies, practices and procedures.

MAJOR DUTIES AND RESPONSIBILITIES:
' Receives/manages client info form
' Completes protocol form and submits to the Protocol Specialist. Communicates actively with protocol specialists to ensure accuracy and timely removal from suspense.
' For new clients, verifies all protocol data-and provides a brief overview of our services. Informs new clients that we will have a Health Services Manager visit them within 5 days to review their new protocols and provide them with authorization forms.
' Mails new protocols to the appropriate Center Admistrator/Health Services Manager.
' For UDS additions, completes an NDI blocksheet to set up the client with NDI (and adds the account number to the protocol notes).
' Updates protocols as needed as suspense items are addressed.
' For existing clients, verifies information added and does a quick "thanks for continuing to use Concentra"-advises them that an Account Manager may be contacting them within 5 days to review updated protocols (when appropriate). Mails new protocols appropriate Center Administrator/Account Manager.
' Notifies Center Administrator's of suspense items that were inappropriately suspended (duplicate entries, wrong employer, etc), and removes charges when appropriate. Adjusts charges as needed to match existing protocols.
' Works with National Accounts on changes/additions/deletions and all TPA related issues.
' In addition, involved with:
o Cross selling opportunities between markets
o Assisting in client resolution of minor "miscommunication" issues
o Maintaining data base to capture trends and training issues.
o Identifies referral sources, calls(or sends a thank you to the referral source (TPA's, Comp Commissions, Other Existing clients, etc)
' Performs other duties as assigned

OTHER:
' Monthly Suspense Revenue will be close to 'zero' dollars.
' Improvement in client errors as protocols will be standard and clear.
' Increased communication between Ops/Sales/Account Management in client set up.

EDUCATION/CREDENTIALS:
' High school diploma/some college preferred

JOB RELAVENT EXPERIENCE:
' 2-5 Years in CHS centers-with clear understanding of protocol requirements

DEMONSTRATED JOB-RELATED SKILLS/COMPETENCIES:
' Familiarity with Microsoft Excel and Word
' Excellent communication and organizational skills (including telephone etiquette)
' Problem solving and ability to handle multiple tasks
' Ability to maintain composure with deadlines
' Excellent writing and documentation skills
' Strong Customer Service Skills required.
' Strong Organizational Skills
' Proficiency with Occusource
' Ability to plan and organize duties
' Strong oral communication skills

WORKING CONDITIONS/PHYSICAL DEMANDS:
' Office environment,
' Sitting for extended periods of time
' Heavy data entry, telephone work