Responsible for detailed supervision and development of their assigned Team, to achieve a positive impact on the outcome cost and quality of care rendered to the injured employee, in accordance with Concentra policies, practices, procedures and applicable regulations. Reports to Client Support Services Manager.
MAJOR DUTIES AND RESPONSIBILITIES:
Provides coverage for Team Members while on PTO or during vacancies.
Provides technical guidance on medical issues/operational issues to assigned Colleagues.
First point of escalation if there is a problem with a customer, Center Administrator, Center PT Director, Center Medical Director, or payer.
Reviews and approves weekly and monthly reports relative to their Teams performance.
Builds/develops positive relationships with payers, employers, providers, and Leadership Team Members.
Meets weekly with assigned Team members to review status reports, address training needs, and discuss process, policy, and system changes.
Responsible for creating a draft version of the Colleague evaluations for each of their assigned Team members, and delivers evaluation with manager.
Involved in the interviewing and hiring of colleagues in their area. (Final decisions made by the Manager and Director)
Works with the assigned Manager, the Team Leader will mentor and provide mentoring and give discipline front line staff.
Assures CSS core processes are adhering to national standards set, and is consistent in delivery and quality of care.
Works with training specialist to identify training / development needs for each Team member.
Conducts routine audits of front line Colleagues queue work and case status and reviews the audit with the colleague and reports the results to the manager.
Interacts with other CSS Team Leads (at local and remote locations) to learn and understand the nuances of different regional Teams.
Performs other duties as assigned.
Concentra's Data Protection Commitment
- Concentra is committed to protect patient data and to ensure privacy of personal and medical information.
- Every Concentra colleague has the responsibility to adhere to data protection principles.
- If a colleague's role includes handling or processing sensitive data, role-specific policies and requirements apply to ensure the protection of patient information.
Bachelors degree preferred.
2+ years experience as a referral specialist or workers compensation.
Excellent internal and external customer service experience required.
Good communication with polished telephone skills.
Ability to multi-task in fast paced environment.
Above average organization skills.
Strong typing and computer skills.
A working knowledge of workers compensation, rules and regulations.
WORKING CONDITIONS/PHYSICAL DEMANDS:
This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management.
Concentra Managed Care, Inc. is the leading provider of healthcare management and cost containment services to the workers' compensation,...