National Lab/TPA Account Manager

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.

National Lab/TPA Account Manager

JOB SUMMARY:

Provides customer service support and maintenance to existing clients, ensuring the highest level of customer satisfaction, customer retention, and maximization of revenue.

MAJOR DUTIES AND RESPONSIBILITIES:

Primary Functions:

' Perform proactive telephone and field calls to established/assigned accounts including: reviewing employer account information and employer outcomes, assessing opportunities for additional services, reviewing level of client satisfaction with center performance and staff services, inventorying client supplies (authorization forms, emergency posters, wallet cards), and educating customer on Concentra services and products.

' Submits appropriate and timely employer account information updates for input in the Concentra information system (OccuSource)

' Timely response and resolution to incoming customer calls regarding protocol changes, service issues, request for additional services and related customer inquiries.

' Communicates client feedback to appropriate Center Leadership Team members for follow up and resolution.

' Participates with Center Leadership Team to effectively maintain existing accounts, develop new business opportunities, address center operational issues, and reinvigorate customers as directed.

' Participates and attends center meetings, sales meetings and professional association meetings outside of regular business hours, as required.

' Identifies opportunities to increase the type and utilization of center services to existing clients through client maintenance programs, referring to Health Services Managers as appropriate for up-sale opportunities.

' Collaborates and coordinates with Health Services Managers to identify and develop program s that reinvigorate and or convert previous customers to active clients.

' Acquires a basic understanding of the occupational healthcare field to include regulatory compliance issues.

SCOPE:

' Will manage customer relationships up to 1,500 accounts

Interactions:

' Internally: 30% with medical center staff and telephone calls to customers; externally: 70% for field maintenance calls

Qualifications for External Posting:

EDUCATION AND CREDENTIALS:

' 4 year college degree or equivalent experience to acquire skills normally acquired through the completion of a four year degree

JOB RELATED SKILLS/COMPENTENCIES:

' Previous Customer Service/Sales experience

' Excellent written and verbal communication skills

' Ability to use Computer applications such as Word, Excel, ACT for Lotus Notes

' Reliable automobile with valid drivers license and current insurance

WORKING CONDITIONS:

' Office environment

' Extensive traveling

EDUCATION AND CREDENTIALS:

' 4 year college degree or equivalent experience to acquire skills normally acquired through the completion of a four year degree.

JOB RELATED SKILLS/COMPENTENCIES:

' Previous Customer Service/Sales experience

' Excellent written and verbal communication skills

' Ability to use Computer applications such as Word, Excel, ACT for Lotus Notes

' Reliable automobile with valid drivers license and current insurance

WORKING CONDITIONS:

' Office environment

' Extensive traveling