Customer Advocacy Representative

Concentra is recognized as the nation’s leading occupational health care company.
With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of
America’s workforce, one patient at a time. With a wide range of services and proactive approaches to
care, Concentra colleagues provide exceptional service to employers and exceptional care to their
employees.

Position Summary
The Customer Advocacy Representative is responsible for managing the intake, management and
resolution of issues and questions reported by Concentra customers and internal colleagues. The
Customer Advocacy Representative will play a critical role in ensuring our customers receive prompt and
efficient assistance through telephonic, online chat and messaging platforms to resolve customer
inquiries and issues in real-time while providing exceptional customer experience. Real time resolution of
customer needs requires coordination across many internal departments and the effective use of
Concentra's expansive suite of multiple customer applications. The Customer Advocacy Representative
should have impeccable customer service and excellent written and verbal communication skills in line
with Concentra's Orange Book values. This includes maintaining a professional composure when
managing high-stakes conversations. The Customer Advocacy Representative will serve as an advocate
for the customer and aid in their use of Concentra's products and services.

Essential Duties and Responsibilities

• Engage with customers in real time primarily through telephonic, online chat, queueing and
messaging platforms, responding to inquiries, providing information, and portal support.

• Resolve customer issues and complaints in a timely and professional manner

• Document customer interactions, including the nature of inquiries, root cause, solutions provided,
and any follow-up actions.

• Meet or exceed performance targets, including response time, customer satisfaction scores, and
chat volume goals.

• Stay updated on product knowledge and company policies to provide accurate and up-to-date
information to customers.

• Collaborate with team members and other departments to ensure consistent and effective
customer support.

Analyze complex account data and practice critical thinking skills to uncover errors in account
data that lead to service delivery problems and/or billing issues. Once identified, take steps to
resolve the issue.

• Evaluate customer data across multiple disparate systems and connect the dots to ensure
complete issue resolution and future issue prevention

• Accurately update customer account information and data in the Centralized Customer
Management (CCM) database

• As a subject matter expert, advise customers on Concentra processes, products and outcomes

• Partner with the local clinic, sales and payor departments, and billing office management team to
address and resolve customer issues and complaints

Education Level: High School Diploma or GED

Education Details:

• High school diploma or GED equivalent

• Some college courses in Business Administration or in a related field from an accredited college
or university

Experience in lieu of required education is acceptable:
Yes
Continuing education is required to maintain license and to perform job:
No

Job-Related Experience
Customarily has at least the following experience:
2 years

• Customarily has at least two years of experience in telephonic account management or customer
service or clinical practice experience

• Healthcare industry experience preferred

• Experience in occupational health care or workers' compensation preferred
January 26, 2026

• Proficiency in using computers and familiarity with chat and messaging platforms

Job-Related Skills/Competencies

• Concentra Core Competencies…