Inside Account Manager

Overview

From our Dallas corporate headquarters to our clinics and worksite locations, 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 Senior Inside Account Manager will be responsible for the management, retention, and growth of a defined book of Concentra's national customers. Senior Inside Account Management responsibilities include telephonically meeting with each assigned customer to maintain correct and complete account data, ensuring satisfying customer experiences at Concentra medical centers nationwide, and playing an active role in customer issue resolution. In this role, the Senior Inside Account Manager will work with local center colleagues and sales leaders to better understand customer challenges, clinic/market strengths & weaknesses, local competitors, and Concentra's value proposition to retain and secure business. This will include upselling Concentra's products and services to existing customers by using a thorough understanding of the Concentra sales process and buyer personas. At times, the Senior Inside Account Manager will leverage expertise to consult Strategic Account Managers on proper account setup to facilitate a positive customer experience for Concentra's largest, national customers. Ideal candidates will have account management and customer service experience, excellent oral and written communication skills, and the ability to work in a fast-paced environment.

Responsibilities

• Telephonically meets with assigned customers no less than three times a year to conduct proactive account management responsibilities• Reviews complex account data and practices critical thinking skills to uncover errors in account data that lead to service delivery problems and/or billing issues• Regularly updates customer account information and data to maintain proper operational service delivery and customer communication• Has thorough interactions with customers to gauge their satisfaction with Concentra and to fully understand customer complaints and concerns• Advises customers on Concentra processes, products, and outcomes• Partners with local clinic and billing office management teams to address and resolve customer issues and complaints• Identifies customers for upsell or revenue maximization opportunities by selling new services or gaining additional share of the customer's business

Communicates frequently with local sales and operations teams to report back on pulse of the customer, clinic, and market• Records interactions with customers in Microsoft Dynamics (CRM)• CCM and data liaison for the Concentra sales organization, especially the Key and Inside account teams. Use of advanced CCM knowledge to advise and assist with proper account setup, especially complex cross-market accounts.• Assists with occasional special projects within Concentra Sales Operations.

Qualifications

EDUCATION/CREDENTIALS/WORK EXPERIENCE• 2-3 years of experience in telephonic account management or customer service. Healthcare industry is preferred.• Experience in occupational health care or workers' compensation industry is a bonus.• Experience with sales, marketing and communications is also a bonus.

JOB-RELATED SKILLS/COMPETENCIES• Excellent oral and written communication skills, especially telephonic communication• Must be able to analyze complex customer data to make corrections and identify root issues• Attention to detail• Strong drive to exceed client expectations• Must be able to maintain composure and professionalism when handling customer complaints and working with internal colleagues toward a resolution• Enterprise awareness and being a self-starter to understand how to prioritize a large volume of work• Flexibility in moving between diverse job tasks• Strategic thinking skills; critical thinking is a must when identifying customer concerns, revenue maximization opportunities, and customer solutions.• Ability to work in a fast-paced environment with aggressive performance expectations• Excellent systems skills including CRM (Microsoft Dynamics) and customer information databases• Solid work ethic and integrity with a desire to work with a high level of energy and be a Concentra brand advocate• Assert oneself appropriately, with firmness and respect

WORKING CONDITIONS/PHYSICAL DEMANDS• Office environment• Sitting and/or standing for extended periods of time• Speaking on the phone for extended periods of time• Must work well in fast-paced environment to meet aggressive performance expectations

Additional Data

Benefits

• 401(k) with Employer Match

• Medical/Vision/Prescription/Dental Plans

• Life Insurance/Disability

• Paid Time Off/Holidays

• Colleague Referral Bonus Program

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

Concentra is an Equal Opportunity Employer, M/F/Disability/Veteran.