Field Customer Service Representative

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.

'Establish working relationship with Client's personnel
'Develop an understanding of Client claim handling workflow and procedures
'Respond to Client inquiries and clarify business needs related to CPS issues
'Assure that the Client provides necessary claim information required for CPS services
'Work as a liaison between CPS and the Client to ensure effective communication at all levels
'Refer eligible claims to CPS in a timely and accurate manner either by remote entry, mail or fax
'Responsible for accurate entry/referral of claim information to ensure claim is processed correctly by CPS
'Provide CPS with any additional information needed to complete the claim
'Communicate any Client concerns or questions related to a claim to the appropriate CPS Operation Department
'Clarify and resolve Client invoice issues to facilitate timely and accurate payment resolution
'Respond to customer inquiries via phone, fax or email
'Verify that the claim is moving to the appropriate lines of service in a timely and accurate manner
'Follow up with the appropriate Operating Department if a potential problem is observed
'Create and review daily DAP reports or Naperville reports to ensure proper time service and claim assignment
'Consistently request disposition re-faxes from various Operation Departments when necessary
'Forward completed dispositions and claims to the Client in a timely manner
'Verify disposition results are complete and accurate
'Communicate any special CPS claim handling instructions to the Client
'Establish working knowledge of the various functions of CPS Operation Departments that are applicable to the Client
'Understanding of Clients preferences and turn around time (TAT) requirements
'Utilize the proper CPS Contacts and email boxes to communicate questions, problems, or inquiries
'Use knowledge of entire business process to take proactive steps to remedy any situation which may impact proper claim handling

Prior Customer Service Experience preferred. Prior Insurance Experience preferred. Type 50 WPM, 10-key 10,000 keystrokes. Multi-task oriented, Team Oriented, Working knowledge of CPS Operating systems, workflows, products and services. Minimum of six months in current position. Employee in good standing. Multi-task oriented, Team Oriented, Lotus Notes, Microsoft Word and Excel. Computer literate and ability to learn multiple operating systems.