Support Specialist I

Overview
Please be advised, if you are viewing this position on Indeed, that the salary rate/range set forth herein was provided by Indeed. Concentra's market specific rate/range 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 all customers (internal and external) first and by

Displaying

• A healing focus
• A selfless heart
• 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 our colleagues received

via phone calls, chat, or self-service incidents. Additionally, the Support Specialist escalates any unresolved

issues to ensure a timely resolution.

Responsibilities
THE DETAILS

• 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 set surrounding availability surrounding contacts and quality of

documentation surrounding the life cycle of a support incident

• Utilize and contribute feedback to support Knowledgebase
• Support the mission and direction of Concentra, both within the Information Services department

and throughout the corporation, assist and collaborate with other colleagues, while promoting a

positive workplace.

• Utilize and contribute feedback to support Knowledgebase
• Monitor and report on any security violations related to the unwarranted access to corporate data
• This job description is not designed to cover or contain a comprehensive listing of activities, duties

or responsibilities that are required of the employee for this job. Duties, responsibilities, and

activities may change at any time with or without notice

SCOPE MEASURES

• Direct reports: No
• Indirect reports: No
• Budget responsibility: No

Qualifications
EDUCATION/CREDENTIALS

• High School Diploma required; College Degree preferred

In lieu of undergraduate degree, the ratio is 1:1 meaning one year of college equals one year of

work experience and vice versa

Job-related Experience

• Customarily has 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 OS X/iOS a plus

Job-related Skills/Competencies

• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency,

Initiative and Flexibility

• 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

• Strong interpersonal and communication skills a must
• Effective communication skills. Ability to read, write, and speak in a professional manner
• Excellent analytical and problem-solving skills are essential
• Ability to effectively multi-task and adapt to changing business priorities
• Ability to work with minimal direction
• Must possess a personal sense of urgency
• Excellent time management and organizational skills are required
• Excellent listening skills and attention to detail
• Ability to think outside the box

Physical/Mental Requirements
Additional Data
The physical demands described here represent those that an employee must meet to perform the essential

functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to

perform the essential functions. While performing the duties of this job, the employee is continuously

sitting for extended periods, occasionally standing and walking. May occasionally utilize hands and fingers

and continuous flexing or extending wrist to perform job-related tasks. Occasional stooping, pushing,

pulling, kneeling, reaching, or overhead reaching, climbing, and frequent repetitive motion in the

performance of work. The ability to hear and understand with clarity, detect sound, and have conversations

with staff, customers, management, etc. Hearing within the acceptable range for various contact forms such

as telephone, in-person, virtual, etc. Normal or corrected vision to acceptable levels for office work. The

ability to lift/carry up to 10 pounds.

Work is performed in primarily in the office/field (remote) environment. Involves frequent contact with

clients, other sales staff, and management. Position requires flexibility in working hours. Must be able

effectively resolve conflicts as they arise.

The mental demands described here are representative of those that must be met by an employee to perform

the essential functions of this job successfully. In this position, the employee may have imposed pressure on a routine and frequent basis to meet various deadlines, contact with people in stressful and unpredictable

situations and to handle confidential and sensitive information and situations with care.

Travel: Minimal (may include overnight) travel up to 10 % by land or air is required of employee in this

position. While traveling the employee may encounter varying weather conditions, road and walking

surfaces and will need to adjust to those conditions (i.e., inclement weather, slippery surfaces, wet surfaces,

uneven surfaces, humid, cold or hot temperatures, etc.). Also, while traveling the employee will need to

adjust to the physical demands that may include: lifting to place luggage in overhead bin(s), standing in

line(s), walking, sitting for unknown periods of time, and other physical demands that traveling may impose

on a person.

The above statements for physical, mental, and working conditions are subject to change based on office,

clinical or external/internal factors and environments.

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. In addition, 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