Support Specialist I - Concentra

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From our Dallas corporate headquarters to our clinics and worksitelocations, Concentra colleagues remain focused on our driving purpose: to provide superb patient and employer experience by delivering the highest quality healthcare in an efficient, affordable, caring manner. We do this by putting all customers (internal and external) first and by displaying:o A healing focuso A selfless hearto A tireless resolve

POSITION SUMMARYThe Support Specialist I provides first level assessment, support, and resolutions. This position is responsible for delivering quality customer service and handling daily support requests for our colleagues received via phone calls, chat, or self-service incidents. Additionally, the Support Specialist escalates any unresolved issues to ensure a timely resolution.

THE DETAILS• Collect appropriate and accurate information while handling support incidents, including logging, follow up, updating and closing of incidents, tasks or chats assigned. Escalate unresolved incidents as needed• Maintain established goals set surrounding availability surrounding contacts and quality of documentation surrounding the life cycle of a support incident• Utilize and contribute feedback to support Knowledgebase• Support the mission and direction of Concentra, both within the Information Services department and throughout the corporation, assist and collaborate with other colleagues, while promoting a positive workplace. • Utilize and contribute feedback to support Knowledgebase• Monitor and report on any security violations related to the unwarranted access to corporate data• 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

SCOPE MEASURES• Direct reports: No• Indirect reports: No• Budget responsibility: No

EDUCATION/CREDENTIALS• High School Diploma required; College Degree preferred

In lieu of undergraduate degree, the ratio is 1:1 meaning one year of college equals one year of work experience and vice versa

JOB-RELATED EXPERIENCE• Customarily has at least 6 months of large-scale multi-site IS operations experience • PC Hardware and peripheral experience preferred• Knowledge of Microsoft productivity applications preferred• Knowledge of browser-based technology a plus• Understanding of operating systems such as Windows and OS X/iOS a plusJOB-RELATED SKILLS/COMPETENCIES• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility• 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 • Strong interpersonal and communication skills a must• Effective communication skills. Ability to read, write, and speak in a professional manner• Excellent analytical and problem-solving skills are essential• Ability to effectively multi-task and adapt to changing business priorities• Ability to work with minimal direction • Must possess a personal sense of urgency• Excellent time management and organizational skills are required• Excellent listening skills and attention to detail• Ability to think outside the box

Physical/Mental Requirements:The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is continuously sitting for extended periods, occasionally standing and walking. May occasionally utilize hands and fingers and continuous flexing or extending wrist to perform job-related tasks. Occasional stooping, pushing, pulling, kneeling, reaching, or overhead reaching, climbing, and frequent repetitive motion in the performance of work. The ability to hear and understand with clarity, detect sound, and have conversations with staff, customers, management, etc. Hearing within the acceptable range for various contact forms such as telephone, in-person, virtual, etc. Normal or corrected vision to acceptable levels for office work. The ability to lift/carry up to 10 pounds. Work is performed in primarily in the office/field (remote) environment. Involves frequent contact with clients, other sales staff, and management. Position requires flexibility in working hours. Must be able effectively resolve conflicts as they arise. The mental demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully. In 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: Minimal (may include overnight) travel up to 10 % by land or air is required of employee in this position. While traveling the employee may encounter varying weather conditions, road and walking surfaces and will need to adjust to those conditions (i.e., inclement weather, slippery surfaces, wet surfaces, uneven surfaces, humid, cold or hot temperatures, etc.). Also, while traveling the employee will need to adjust to the physical demands that may include: lifting to place luggage in overhead bin(s), standing in line(s), walking, sitting for unknown periods of time, and other physical demands that traveling may impose on a person. The above statements for physical, mental, and working conditions are subject to change based on office, clinical or external/internal factors and environments.

FLSA: Non-Exempt

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

Disclaimer: This job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities required for this position.