Concentra Support Specialist I

Concentra Support Specialist I Location: US-TX-Addison Overview Please be advised that salary information is provided by Indeed; Concentra's market-specific rate will be provided during the interview process. 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 customers first and displaying a healing focus, a selfless heart, and a tireless resolve. Position Summary The 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 colleagues received via phone calls, chat, or self‑service incidents. The Support Specialist escalates any unresolved issues to ensure a timely resolution. Responsibilities 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 surrounding availability and quality of documentation throughout the life cycle of a support incident. Utilize and contribute feedback to the support Knowledgebase. Support the mission and direction of Concentra within the Information Services department and throughout the corporation, assist and collaborate with other colleagues, and promote a positive workplace. Monitor and report on any security violations related to unwarranted access to corporate data. Qualifications Education / Credentials High School Diploma required; College Degree preferred. In lieu of an undergraduate degree, the ratio is 1:1 meaning one year of college equals one year of work experience and vice versa. Job‑Related Experience 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 OSX/iOS a plus. Job‑Related Skills / Competencies Concentra core competencies: Service mentality, attention to detail, sense of urgency, initiative, and flexibility. Outstanding customer service skills and ability to deal with people in a manner showing tact and professionalism. 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. Effective communication skills; ability to read, write, and speak professionally. Excellent analytical and problem‑solving skills. Ability to effectively multi‑task and adapt to changing business priorities. Ability to work with minimal direction. Personal sense of urgency. Excellent time management and organizational skills. Excellent listening skills and attention to detail. Ability to think outside the box. Physical/Mental Requirements The employee must meet the physical demands described here: continuous sitting, occasional standing and walking, use of hands and fingers, flexing or extending wrist, occasional stooping, pushing, pulling, kneeling, reaching, overhead reaching, climbing, and frequent repetitive motion. The employee must be able to hear, understand, detect sound, and have conversations with staff, customers, and management. Needs normal or corrected vision. Ability to lift/carry up to 10 pounds. Work is primarily performed in the office/field (remote) environment. The position requires flexibility in working hours and ability to resolve conflicts as they arise. Travel Minimal travel (may include overnight) up to 10 % by land or air. Walking, standing, sitting, lifting luggage and other physical demands may be required. 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. 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. Equal Opportunity Employer Disclaimer Concentra is an equal opportunity employer that prohibits discrimination, and will make decisions regarding employment opportunities, including hiring, promotion and advancement, without regard to the following characteristics: race, color, national origin, religious beliefs, sex (including pregnancy), age, disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other basis protected by federal, state or local fair employment practice laws. #J-18808-Ljbffr Concentra