Supervisor, Solution Center

2 weeks ago

Addison, Texas, United States Concentra Full time

Overview:

Concentra is recognized as the nations leading occupational health care company.
With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of Americas 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.

The Supervisor, Solution Center is primarily responsible for the managing and monitoring direct reports to ensure team individual and team goals are met. Confirm we are providing exceptional support to those needing IS support. They will work closely with closely with others to ensure the team has up to date knowledge or understanding of needed items to provide quality support. They will onboard new staff, ensure proper scheduling is followed, perform payroll as well. They will also perform performance monitoring to ensure the that all support interactions are answered and resolved with quality. They will be point of escalation for Solution Center staff and others that that may need assistance. They will coordinate and communicate with other IS resources as needed to improve solutions support as well as introduce new support items to the support team. When recurring incidents occur, they may initiate problem management processes to determine root cause or known resolutions.

Responsibilities:

Perform daily monitoring of phone and incident tracking systems to take appropriate action to
assure timely and accurate response by all Solution Center staff
Review open items assigned to staff daily to ensure that incidents are being resolved or escalated in timely manner
Provide staff performance feedback, coaching and mentoring to Solution Center agents to
effectively manage daily workloads
Perform staff performance and appraisal, with senior leadership guidance to effectively grow staff proficiency

Maintain scheduling to ensure proper staffing by day by hour to meet business support needs
Review and follow-up with colleagues on unsatisfactory customer satisfaction surveys received.
Identify and suggest areas of opportunity with Solution Center Leadership
Review call and incident quality assurance feedback provided for direct reports by Solution Center Lead. Share feedback with direct reports through coaching and mentoring. Perform function is no Lead available. Conduct monthly status meetings with direct reports, utilizing time to share performance metrics, knowledge sharing and coaching. For those on performance plans, more regular meetings may be needed.
Ensure that all issues are logged, accurate and up to date with detailed information, record
problem symptoms and status information in a timely fashion
Assume responsibility for assuring the knowledge base is maintained with current and accurate
information
Ensure staff is trained and setup for ongoing development success
Build reports on incident trending and performance metrics as requested
Escalate and initiate problem management for recurring incidents. Participate in Service Delivery
on-call rotation and be prepared to execute problem management processes as needed.
As needed, meet with other IS departments to maintain proper communication channels related tosupport
Coordinate implementation of changes that have impact to support to ensure changes and
impacts are communicated to staff and the user community
Monitor and report on any security violations related to the unwarranted access to corporate data
Help build team spirit by assisting other staff members and promoting a positive workplace
Support the mission and direction of Select Medical and Orange book values, both within the
Information Services department and throughout the corporation
Complete any activities, tasks, and projects assigned
Responsible for reporting to and completing work at assigned times

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.

Qualifications:

Education Level: Associate Degree
Degree must be from an accredited college or university

Job-Related Experience
Customarily has at least the following experience:
5 years Job-Related Skills/Competencies
Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
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
Superior teamwork skills
Strong interpersonal and communication skills a must; ability to read, write, and speak in a
professional manner
Excellent analytical and problem-solving skills
Demonstrated history of responsibility, punctuality, personal integrity and professionalism
Ability to effectively multi-task and adapt to changing business priorities.
Excellent time management and organizational skills.
Excellent listening skills and attention to detail
Knowledge of Microsoft productivity applications
Knowledge of browser-based technology
Demonstrates proficiency in support computer or peripheral hardware and software, network
connectivity issues, as well as any systems in use

Additional Data:

While performing the duties of this job, the employee is continuously sitting for extended periods frequently standing and occasional walking. May continuously utilize hands and fingers for typing, flex or extend wrist to perform other job-related tasks. The employee is continuously required to use hands and fingers to feel, handle, or operate PC, office equipment and/or other equipment. Due to the nature of this position, an employee can expect heavy computer usage requiring wrist flexion/extension for at least 8 hours per day. Occasional stooping, pushing, pulling, reaching or overhead reaching, and climbing in the performance of work. The ability to hear and understand with clarity and detect sound, and have conversations with staff, customers, management, etc. Hearing within the acceptable range for telephone and in-person contacts. Normal or corrected vision to acceptable levels for office work. The ability to lift/carry up to 10 pounds.

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.

Minimal overnight travel up to 10% by land or air may be required of employee in this position. While travelling 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 travelling 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 travelling may impose on a
person.

Benefits

  • 401(k) Retirement Plan with Employer Match
  • Medical, Vision, Prescription, Telehealth, & Dental Plans
  • Life & Disability Insurance
  • Paid Time Off & Extended Illness Days Offered
  • Colleague Referral Bonus Program
  • Tuition Reimbursement
  • Commuter Benefits
  • Dependent Care Spending Account
  • Employee Discounts

This job requires access to confidential and critical information, requiring ongoing discretion and secure information management.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Concentra is an Equal Opportunity Employer, including disability/veterans

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