Customer Advocacy Representative

About the role

Concentra is recognized as the nation’s leading occupational health care company with more than 40 years of experience, dedicated to improving the health of America’s workforce one patient at a time. The Customer Advocacy Representative is responsible for managing the intake, management and resolution of issues and questions reported by Concentra customers and internal colleagues. This role ensures customers receive prompt and efficient assistance through telephonic, online chat and messaging platforms to resolve inquiries and issues in real‑time while providing an exceptional customer experience. Real‑time resolution requires coordination across many internal departments and effective use of Concentra's expansive suite of customer applications. The representative must have impeccable customer service and excellent written and verbal communication skills aligned with Concentra's Orange Book values, maintaining professional composure during high‑stakes conversations, and serving as an advocate for the customer in their use of Concentra's products and services.

Responsibilities

• Engage with customers in real time primarily through telephonic, online chat, queueing and messaging platforms, responding to inquiries, providing information, and portal support.
• Resolve customer issues and complaints in a timely and professional manner.
• Document customer interactions, including the nature of inquiries, root cause, solutions provided,