Customer Engagement Advocate- Remote

About the Role

The Customer Engagement Advocate is responsible for using sales skills, customer service, and product expertise to influence customers and support Concentra's valued customers. This role involves contacting existing Strategic and Key Customers to onboard new local decision-makers, educate existing decision-makers on new product and service lines, and maximize their utilization of Concentra products and services.

Responsibilities

• Partner with Strategic and Key account managers to onboard customers and expand their use of Concentra services.
• Conduct telephonic and/or digital outreach to existing customer leads generated through analysis of Strategic and Key accounts' utilization of Concentra services.
• Maintain strong knowledge of Concentra's products and services, leveraging this knowledge through the selling and implementation processes.
• Leverage industry knowledge to identify opportunities to maximize the customer's use of Concentra's products and services.
• Educate customers on Concentra processes, products, and outcomes.
• Engage in customer follow-up to ensure continued satisfaction and utilization of Concentra services.
• Interact thoroughly with customers to gauge their satisfaction and fully understand complaints and concerns.
• Initiate updates to correct errors in Concentra's Centralized Customer Management (CCM) and HUB applications.
• Ensure proper service delivery, reporting, and billing through correct account setup.
• Collaborate with internal teams to identify and resolve the root cause of customer issues.
• Create, close, and implement plans to shorten the sales cycle and increase market share by customer.
• Document and maintain accurate records of all sales and account maintenance activities in Microsoft Dynamics 365 CRM.

Qualifications

• Education: High School Diploma or GED.
• Experience:
  • Minimum of one or more years of experience in customer service, call center management, or account management.
  • Healthcare industry experience preferred.
  • Experience in occupational health care or workers' compensation preferred.
  • Proficiency in using computers and familiarity with chat and messaging platforms.
  • At least one or more years of experience using customer data applications, CRM, ticketing systems, and/or phone queues.

Skills

• Concentra Core Competencies: Service Mentality, Attention to Detail, Sense of Urgency, Initiative, and Flexibility.
• Ability to make decisions or solve problems using logic to identify key facts, explore alternatives, and propose quality solutions.
• Outstanding customer service skills with tact and professionalism.
• Ability to handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies.
• Exceptional interpersonal and customer service skills, including professionalism, impartiality, and flexibility.
• Solid work ethic and integrity with a high level of energy and the ability to encourage others.
• Excellent organization and time management skills, with the ability to handle diverse tasks.
• Customer-focused approach, including courteous and respectful interactions, especially when handling complaints or objections.
• Ability to work in a fast-paced environment with aggressive performance expectations.
• Strong systems skills and comfortability with technology, customer data applications, and Microsoft Office Suite.

Benefits

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if required.

*This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management*