Job Description

Job Responsibilities

Serve as the main point of contact for assigned customer accounts Virtually meet with assigned customers to conduct periodic account reviews, stewardship meetings, and addressing customer pain points Develop and maintain a deep understanding of customer needs, business goals, and challenges Proactively engage customers to ensure satisfaction and address potential issues before they escalate Review complex account data and practice critical thinking skills to uncover errors in account data that lead to service delivery problems and/or billing issues Identify opportunities for upselling or cross-selling additional products and services that align with customer needs Partner with Operations and Sales to maximize account growth potential Regularly update and maintain accurate customer records in CCM system Record interactions with customers in Microsoft Dynamics (CRM) and Sales loft Collaborate with internal teams to resolve customer concerns and ensure timely service delivery Provide exceptional service through responsiveness, transparency, and follow-through Advise customer on Concentra processes, including onboarding support when needed

Qualifications

Education Level: Bachelor's Degree ; Major: Business Administration, Marketing or related field Degree must be from an accredited college or university. Education Details: Bachelor's degree from an accredited college or university or equivalent education and experience In lieu of higher education, the ratio is 1:1, meaning one year of college equals one year of work experience and vice-versa Serves as the primary internal point of contact for all colleague injury claims and Workers' Customarily has at least two years of experience in virtual account management, sales or
customer service.
Healthcare industry, occupational health care or workers' compensation industry is preferred Experience with sales, marketing and communications is preferred

Job Related Skills / Competencies

Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions 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 Must be able to analyze complex customer data to make corrections and identify root issues Must be able to maintain composure and professionalism when handling customer complaints and working with internal colleagues toward a resolution Strong strategic thinking skills to include critical thinking when identifying customer concerns, revenue maximization opportunities, and customer solutions Excellent oral and written communication skills, especially with virtual communication Strong attention to detail Strong drive to exceed client expectations Enterprise awareness and being a self-starter to understand how to prioritize a large volume of work Flexibility in moving between diverse job tasks Ability to work in a fast-paced environment with aggressive performance expectations Excellent systems skills including CRM (Microsoft Dynamics), SalesLoft and customer information databases * Solid work ethic and integrity with a desire to work with a high level of energy