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 focus
o A selfless heart
o A tireless resolve

POSITION SUMMARY
The Senior Inside Account Manager will be responsible for the management, retention, and growth of a defined book of Concentras 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 Concentras value proposition to retain and secure business. This will include upselling Concentras 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 Concentras 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.

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 customers 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.

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