Associate Solutions Analyst Jobs (NOW HIRING)

Job Summary:
Concentra is a company that offers opportunities beyond patient care and is committed to providing exceptional service. The Solutions Analyst I is responsible for delivering quality customer service, resolving support interactions, and coordinating with other teams to improve solutions support while assisting in training new staff.
Responsibilities:
• Assist Solutions Specialists and Analysts as needed to assure timely and effective resolution of issues
• Backup Solutions Specialists when additional resources are needed, and priorities are changed during times of unusual volume
• Review outstanding issues on a daily basis to assure that troubleshooting and resolutions are current
• Participate in relevant information-sharing activities
• Develop reports, upon request, utilizing various report-writing tools in all applications
• Utilize, contribute to and build Solutions Support Knowledgebase
• Recognize any problem, hardware or software that may have ramifications enterprise-wide; strategize and define remediation plan with management and execute accordingly
• Assist in training new Solutions Support Specialists, as well as build out training plans for new staff
• Monitor and report on any security violations related to the unwarranted access to corporate data
• Maintain awareness of the rapidly changing environment and recommend cost efficient techniques
• Recognize 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 occur
• Act as product liaison for major products, working with other departments as well as outside vendors to solve technical support issues
• Ensure all changes comply with change management policies and procedures
• Consistently follow documented call management processes including logging, follow up, updating and closing
• Meet 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 priorities
Qualifications:
Required:
• Education Level: Associate Degree
• Degree must be from an accredited college or university.
• Customarily has at least 3 years of technical Information Systems experience to include: Large scale multi-site IS operations support, PC Hardware and peripheral support
• 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
• Superior teamwork skills
• Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner
• Excellent analytical and problem-solving skills
• Demonstrated history of responsibility, punctuality, personal integrity and professionalism
• Ability to effectively multi-task and adapt to changing business priorities
• Excellent time management and organizational skills.
• Excellent listening skills and attention to detail
• Knowledge of Microsoft productivity applications
• Knowledge of browser-based technology
• Understanding of operating systems such as Windows and OS X/iOS
• Demonstrates proficiency in support computer or peripheral hardware and software, network connectivity issues, as well as any systems in use
Company:
Concentra is a health care center that offers occupational medicine, urgent care, physical therapy, and drug screening services. Founded in 1979, the company is headquartered in Addison, USA, with a team of 10001+ employees. The company is currently Late Stage.