Clinical Director of Customer Success

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 Clinical Director of Customer Success shall provide clinical support for onsite clients across the country. Promotes the delivery of the highest quality healthcare and patient engagement.

In addition, this role has oversight of primary care locations and accounts.

Responsibilities:

* Work with assigned clients to support strategic planning and clinical operations that are consistent with medical and professional standards of care
* Work with assigned clients to provide clinical account management support
* Review cases at the request of client or medical leadership in an effort to remedy justified medical complaints and determine appropriate solutions and to ensure quality medical outcomes
* Interact with all Regional and Director level leaders regarding quality of care, policy and procedure and records issues
* Assist in developing best practice medical and process management protocols for onsites
* Assist with the continued development of repeatable processes including the RFP process, stewardship reporting and other analytical reporting.
* Support the product development team in expanding or developing new clinical service offerings
* Participate client meeting/presentations as necessary
* Experience developing and implementing medical practice guidelines and quality improvement programs
* Participate in quality audits to support the leadership teams in promoting high quality clinical outcomes
* Provide subject matter expertise and guidance to leaders and colleagues as request or needed
* Participate in or support appropriate Medical Advisory Committees

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 Details:

* Current, unrestricted medical license
* Medical degree (MD) or Doctor of Osteopathy (DO) degree from accredited institution
* Board Certification desired

Job-Related Experience:

* Minimum 5 years directly applicable experience, including onsite medical care, physician management, occupational medicine and/or consulting with employer groups

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
* Demonstrated knowledge of occupational medicine requirements (state specific)
* Demonstrated working knowledge of clinical operations, OSHA, DOT
* Demonstrated working knowledge of urgent care and basic primary care
* Demonstrated therapy and counseling knowledge
* Demonstrated administration and management knowledge
* Demonstrated knowledge of Chemistry, Mathematics, and Biology
* Demonstrated human behavior and performance knowledge
* Demonstrated customer and personal service knowledge including needs assessment, meeting quality standards for services and evaluation of customer satisfaction
* Demonstrated knowledge of systems evaluation
* Demonstrated critical thinking, active learning, deductive reasoning and judgment, and decisionmaking skills
* Demonstrated speaking to effectively convey information to supervisors, peers, or customers
* Demonstrated social perceptiveness
* Demonstrated ability to document and record information

Physical/Mental Requirements:

While performing the duties of this job, the employee is frequently sitting and occasionally standing and walking. May constantly utilize hands and fingers, frequently flexing or extending wrist to perform jobrelated tasks. Occasional stooping, kneeling, pushing, pulling, twisting, reaching, or overhead reaching, climbing, and repetitive motion in work performance. The ability to hear and understand with clarity, detect sound, and have conversations with staff, customers, management, etc. The hearing is within the
acceptable range for various communications such as telephone, in person, virtual (electronic), etc. Normal or corrected vision to acceptable levels for office work. The ability to lift/carry up to 20 pounds. Work is performed primarily in an office/clinical environment. This position requires frequent communication with clients, staff, management, and customers. The position requires flexibility in working hours. Must be able to resolve conflicts as they arise effectively. The mental demands described here represent those that an employee must meet to perform this job's essential functions successfully. In this position, the employee may have imposed pressure on a routine basis to meet various deadlines. Based on the nature of the job and healthcare industry, some stressful and unpredictable situations require a person to address them with care and sensitivity as company
policies and regulations require. Employees are more than likely to access confidential and sensitive information and must handle these documents with extreme care. Travel: Heavy (may include overnight) travel up to 50% by land or air is required of employee in this position. While traveling 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 traveling 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 traveling 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.