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 Solutions Analyst I is responsible for delivering quality customer service by accepting warm transfers, or incidents escalated from support specialists in an assigned area(s) when incidents are not resolved on the first call. This position is primarily responsible for ensuring that all support interactions are answered and resolved. For any unresolved issues they will work with vendors or other needed functional teams until resolved. The analyst coordinates and communicates with other IS resources to improve solutions support as well as introduce new support items to the support team. When recurring incidents occur, the analyst may initiate problem management processes to determine root cause or known resolutions.
The Solutions Analyst will assist the Solutions Specialists to as coach and mentor, assuring that knowledge and training materials are accurate and up to date.
Responsibilities Assist Solutions Specialists and Analysts as needed to assure timely and effective resolution of issuesBackup Solutions Specialists when additional resources are needed, and priorities are changed during times of unusual volumeReview outstanding issues on a daily basis to assure that troubleshooting and resolutions are currentParticipate in relevant information-sharing activitiesDevelop reports, upon request, utilizing various report-writing tools in all applicationsUtilize, contribute to and build Solutions Support KnowledgebaseRecognize any problem, hardware or software that may have ramifications enterprise-wide; strategize and define remediation plan with management and execute accordinglyAssist in training new Solutions Support Specialists, as well as build out training plans for new staffMonitor and report on any security violations related to the unwarranted access to corporate dataMaintain awareness of the rapidly changing environment and recommend cost efficient techniquesRecognize potential areas where policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Submit recommendations as appropriate.Create, maintain, and update disaster recovery procedures when changes in hardware or applications occurAct as product liaison for major products, working with other departments as well as outside vendors to solve technical support issuesEnsure all changes comply with change management policies and proceduresConsistently follow documented call management processes including logging, follow up, updating and closingMeet all established goals for Availability - Warm transfers, After Call work and working active tickets. Meet all established goals for Customer Satisfaction.Meet established goals for contact and resolution times based on established prioritiesThis 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.
QualificationsEducation Level: Associate Degree
Degree must be from an accredited college or university.
Job-Related Experience
Customarily has at least 3 years of technical Information Systems experience to include:Large scale multi-site IS operations supportPC Hardware and peripheral supportJob-Related Skills/Competencies
Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and FlexibilityAbility to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutionsOutstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalismThe ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policiesSuperior teamwork skillsStrong interpersonal and communication skills a must; ability to read, write, and speak in a professional mannerExcellent analytical and problem-solving skillsDemonstrated history of responsibility, punctuality, personal integrity and professionalismAbility to effectively multi-task and adapt to changing business prioritiesExcellent time management and organizational skills.Excellent listening skills and attention to detailKnowledge of Microsoft productivity applicationsKnowledge of browser-based technologyUnderstanding of operating systems such as Windows and OS X/iOSDemonstrates proficiency in support computer or peripheral hardware and software, network connectivity issues, as well as any systems in use Additional Data 401(k) Retirement Plan with Employer MatchMedical, Vision, Prescription, Telehealth, & Dental PlansLife & Disability InsurancePaid Time Off & Extended Illness Days OfferedColleague Referral Bonus ProgramTuition ReimbursementCommuter BenefitsDependent Care Spending AccountEmployee 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.
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