National Protocol Specialist - Manager

Company:Concentra Location:Addison, TX 75001 Job Category:Customer Support/Client Care Reference Code:00019721 Concentra On-Site Medical program provides on-site medical services at over 280 employer locations throughout the nation, with the appropriate clinical staff dedicated to providing occupational and primary care health services at the workplace.Concentra is an Equal Opportunity Employer.NOTICE: Employment Verification Done. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Concentra is seeking to hire a Manager/Supervisor for our Medical Compliance Administration. This is a full time opportunity working in our corporate office in Addison, TX. Qualified candidates will have previous management experience, an understanding of occupational health, regulatory compliance, good customer service, communication and computer skills.JOB SUMMARY:Responsible for the day-to-day operational activities that support all of the Medical Compliance Administration (CMCA), which include but not limited to, implementation, client support, data entry, distribution, billing activities, accounts payable activities and medical records management.MAJOR DUTIES AND RESPONSIBILITIES: A. Strategic Planning1.Develop and implement plans that strategically address problems and opportunities.2.Communicate overall strategic vision, mission and goals to all employees3.Ensure that individual employee actions and behaviors align with strategic goals and objectivesB. Supervision1.Supervise and mentor directly reporting personnel. Oversee their actions while developing their abilities to make good decisions and to function on their own.2.Monitor production and customer service activities of each operational function. Provide guidance and troubleshooting support to other mangers and department heads.3.Build a strong management staff.4.Provide formal performance evaluations and informal performance feedback to directly reporting personnel annually, and as often as needed. Assist Managers and Supervisors with evaluations of their employees' performance.5.Lead in promoting FISH.6.Serve as a management resource for department heads and other personnel.C. Customer Service, Client Relations1.Maintain personal, high level communication with clients; promote strong overall Concentra/Client relationships.2.Take a leadership role in developing and maintaining a customer service attitude and capabilities among the staff. Ensure that managers and other employees: a.Demonstrate a clear knowledge of all products and services; and that they understand components of each exam and how the components are performed. b.Learn specific client protocols, requirements, and contacts in order to knowledgeably handle all client requests. c.Respond promptly, professionally and courteously to all customer requests, inquires and/or complaints. d.Listen to both internal and external customers to ascertain their needs or concerns. Respond in a timely manner. Remember that SIMS provides a full service product. e.Act as the customer's advocate. Go the extra mile in promptly following up on customer requests. Maintain a focus on customer service at all times. Delight the customer.3.Provide emergency back up when necessary to assist the staff in meeting client requirements.D.Production & Quality Assurance1.Provide supervisors and staff with measurable overall production and quality targets.2.Ensure that supervisors and staff monitor (measure and report) conformance to production and quality targets.3.Know and be able to perform back up when necessary all duties and responsibilities of the staff.4.Ensure that supervisors stay on top of production and keep re-focusing them as necessary.5.Demonstrate effective time management, organizational skills and ability to prioritize.6.Continuously measure and regularly report production and quality status. Meet or exceed client/customer requirements.7.Implement the Continuous Quality Improvement process; measuring conformance to requirements, performing root-cause problem analysis, and elimination of root causes through systems re-engineering and improvement.8.Develop and improve management reporting tools for internal and external use.E.Procedures1.Direct documentation of all operational processes and procedures. Ensure that an efficient procedure manual system is maintained.2.Ensure that performance of all personnel conforms to standard operating procedures and client requirements.3.Whenever applicable, recommend procedure changes that will result in efficiencies and better customer service.4.Ensure that any changes in practice are first approved and implemented via revision to standard written procedures and then re-train.F.Training & Personnel Development1.Train directly reporting personnel and provide for their continuous growth and learning.2.Assist the managers and supervisors in providing training to staff members as needed.3.Promote cross training among managers, supervisors and staff to improve communication, maximize the efficient use of resources and provide back-up in the event of employee absences.4.Develop training plans and materials as needed and indoctrinate managers and supervisors in their proper use.G.Communication1.Facilitate strong, effective communication among all personnel.2.Make sure that supervisors keep their employees informed of work progress, customer satisfaction/dissatisfaction, applicable policies and procedures, and other work related issues.3.Ensure that personnel have the information necessary to achieve customer requirements and succeed at their jobs.4.Use proper English at all times (grammar, spelling, punctuation, vocabulary and conversation.)5.Conduct oneself professionally when representing Concentra Health Services and interacting with clients, providers, co-workers and vendors.6.Communicate tactfully, diplomatically and effectively both orally and in writing.H.Teamwork1.Build teamwork attitude among personnel.2.Act as a role model; display a teamwork attitude and behavior.3.Maintain constructive, professional working relationships with all managers, supervisors and other staff.TO APPLY:Visit our internet site: www.concentra.com/careers EDUCATION/CREDENTIALS:College degree preferredJOB-RELATED SKILLS/COMPETENCIES:' 3-5 years of management experience required' A thorough understanding of the occupational health care field including regulatory compliance issues' Excellent problem resolution skills' Strong leadership and team-building skills' Knowledge of operational statements, budgets, and contract administration ' Excellent written and verbal communication skillsWORKING CONDITIONS:Office Setting To Apply, Click here The Circle of Success.Concentra's mission is to improve the quality of life by making health care accessible and affordable. We serve the occupational, urgent care, and automobile markets with a wide range of services: Employment-related injury care and occupational health care provided at more than 320 Concentra-managed medical centers in 40 states. Urgent care services provided to the public at selected medical center locations in key metropolitan areas. Specialty occupational health care solutions provided to employers through on-site locations, by traveling to the workplace, or via the Internet and telephone. Automobile claim services through our Auto Injury Solutions division. The Circle of Opportunity. Concentra manages more than 320 medical centers in 40 states and continues to expand our geographic reach through the acquisition of established medical providers and the development of new locations. We are actively expanding our Urgent Care service offering by adding this capability to existing Concentra Medical Center locations. Our specialty health services, which we refer to as our Health Solutions division, is rapidly expanding as we identify new ways to provide customized health care solutions for employers and their workers.The Circle of Teamwork. Concentra brings together talented, compassionate people to solve the highly complex issues of health care delivery, accessibility, and affordability. Every day, we make a difference in the lives of thousands of people through our ability to improve health care efficiency and outcomes. Your career path and development can be on-the-go at Concentra, where you can advance as far as your ideas and performance can take you.