Assistant Manager - Client Support Services

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.

This position is located in the Client Support Services(CSS) Department and reports to the Client Support Services Manager. The CSS Assistant Manager performs the following duties:


1. Works closely with employers, team members, Concentra's Medical Director and physicians to facilitate the delivery of quality health care to the injured worker.

2. Responsibilities include supervision and coordination of CSS core processes, providing technical and clinical guidance for team members, assigning caseloads and establishing priorities within the team.

3. Ensures all Medical Management standards, guidelines and audit procedures are adhered to and will be actively involved in the ongoing training and performance review of team members.

4. Is primarily responsible for and coordinates the team's assigned caseload.


Major Duties and Responsibilities:


1. Supervises daily operations of the CSS team.

2. Assigns caseloads within the team.

3. Establishes priorities of workload within the teams.

4. Ensures team members are properly trained.

5. Ensures report deadlines are met and reports are of high quality.

6. Provides technical guidance to CSS colleagues.

7. Evaluates for accuracy colleagues' CR Logs. Evaluates for accuracy and completion, reports and prepares the Departments ScoreCard on a daily, weekly and monthly basis.

8. Educates client representatives, treating providers, Concentra staff and others regarding Client Support Services concepts and philosophy in absence of the CSS Manager.

9. Performs policy and procedure audits and ensures integrity and quality of reports and the CSS Core processes.

10. Keeps the CSS manager informed regarding any issue, positive or challenging, that may affect CSS's role in the marketplace.

11. Attends leadership meetings as needed in absence of manager.

12. Keeps the CSS Manager informed of any deviation and or addition to the policy and procedures of Client Support Services.

13. Responsible for colleague evaluations, hiring, training, colleague development, disciplinary actions.

14. Responsible for CSS department in absence of CSS Manager.

15. Other duties as assigned.

Knowledge/Experience Required:

1. A thorough knowledge of worker's compensation, rules and regulations. Experience and competence demonstrated in the field of case management/cost containment preferred. In addition, an understanding of clinical procedures and all processes involved in the delivery of quality health care to an injured worker is essential. Bachelor's Degree preferred.

2. Supervisory skills evidenced by past positions held, previous span of control and/or satisfactory completion of projects involving coordination and supervision of various levels of personnel.

3. Ability to analyze medical information or other pertinent data and to effectively, separate the relevant portions for the Client Support Services consideration.

4. Ability to provide formal presentations to the respective markets.

Supervisory Controls:


The CSS Assistant Manager reports to the CSS Manager. This position requires a high level of competence and will function with a great deal of independence and creativity.