Solutions Center Lead

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.

The Solution Center Lead is primarily responsible for measuring quality, as well as coaching, mentoring, and driving continuous improvement in service delivery for the Solution Center. In addition, they will work closely with other Concentra teams to ensure current, accurate knowledge and documentation in support of Solution Center operations. Working closely together with leadership, they will ensure the Solution Center is providing excellence in our support to the business. They will also be responsible to guide the team and ensure that all support interactions are responded to in a timely manner, resolved, or routed to the appropriate resolver team. For unresolved issues, the Lead will collaborate with vendors or other needed functional teams to promote resolution. They will serve as a point of escalation for Solution Center staff 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. This role participates in On-call rotations after hours, weekends, and holidays. Other responsibilities in scope include Solution Center scorecards, KPI reporting, data analysis, and projects as assigned.

• Act as Subject Matter Expert (SME) for Solution Center staff by providing new hire training, training of new/updated subject matter, and staff refresher training.
• Complete target Quality Assurance (QA) review quota for Solution Center staff’s call and ticket records MONTHLY using established QA criteria and scoring guidelines. Depending on scores, coach/mentor/train staff as needed.
• Provide Agent Scorecard reports to staff MONTHLY for awareness of performance and discuss trends or improvement areas during coaching sessions. This information is used by the Supervisor during 1:1 discussions.
• Update daily Solution Center performance metrics report for leadership daily.
• Provide staff performance feedback, including appraisal input to Solution Center Supervisors and Managers to effectively manage daily workloads and to effectively grow staff proficiency.
• Ensure staff is logging a ticket for each contact that is accurate, documented per team expectations, and updated regularly.
• Oversee knowledgebase updates in collaboration with subject matter experts and content owners to ensure they are accurate and current. This includes processing KBA Recommendation form submissions.
• Build reports and/or dashboards 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 to support and knowledge management.
• Monitor and report on any security violations in accordance with company policy and escalation procedures.
• Ensure that all incidents and escalations are resolved in a timely and efficient manner.
• Help build team morale by assisting other staff members and promoting a positive workplace.
• Support Concentra’s mission and uphold Orange book values, both within the Information Services department and throughout the corporation.
• Lead, manage, and/or work on assigned projects on an ad hoc basis and assist with other corporate initiatives as necessary, directed, assigned, or requested by defined deadlines.

Education Details:

• High School Diploma or equivalent experience required. Associate’s degree in IT or related field preferred.

Job-Related Experience

• 4+ years customer service experience
• 4+ years of proven performance in a call center or IT support (i.e., desktop support/field services, Geek Squad, etc.) including experience mentoring or coaching junior staff.
• 4+ years’ experience troubleshooting hardware issues on laptops and desktops (Dell, HP, Lenovo, Mac, or equivalent).
• 4+ years’ experience troubleshooting Microsoft Windows operating systems.
• 4+ years’ experience troubleshooting Microsoft Office suite software (i.e., Outlook, O365, etc.).
• 4+ years’ experience troubleshooting peripherals (i.e., printers, scanners, kiosks, label printers, etc.).
• 4+ years’ experience troubleshooting software issues (i.e., Citrix, Active Directory, healthcare applications, etc.).
• 4+ years’ experience troubleshooting access issues (i.e., password reset, account unlock, security role verification, etc.).
• 4+ years’ experience troubleshooting connectivity issues (i.e., LAN, WiFi, VPN, etc.).
• Training and/or working knowledge to troubleshoot mobile devices (phones and tablets) on Android and iOS platforms.
• Highly organized with a demonstrated ability to prioritize work in a dynamic and fast-paced environment.
• Excellent customer service and communication skills (written and verbal).
• Ability to maintain calm and professional composure in stressful environments.
• Must enjoy working with technology and be able to learn new hardware/software/technical processes quickly.
• Ability to apply problem solving skills across repetitive tasks and demonstrate strong logical and analytical thinking skills.

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
• Strong attention to detail and ability to organize.
• 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
• Superior teamwork skills
• Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner

Employee Benefits

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

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, if required.

*This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management*

Concentra is an equal opportunity employer that prohibits discrimination, and will make decisions regarding employment opportunities, including hiring, promotion and advancement, without regard to the following characteristics: race, color, national origin, religious beliefs, sex (including pregnancy), age, disability, sexual orientation, gender identity, citizenship status, military status, marital status, genetic information, or any other basis protected by federal, state or local fair employment practice laws.