Concentra Supervisor, Solution Center

Are you looking for a career that transcends the ordinary? At Concentra, we offer opportunities beyond patient care. As a valued member of our team, you'll be part of our efforts to provide exceptional service to our employer clients and exceptional care to their employees. Our values define our path forward – always working to ensure welcoming, respectful, and skillful care. Join Concentra, and see what makes us different and better.

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.

• 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.

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

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.

• 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