Shaquille Jones

• Meets with assigned customers no less than three times a year to conduct proactive account management responsibilities.
• Reviews complex account data and practices critical thinking skills to uncover errors in account data that lead to service delivery problems and/or billing issues
• Regularly updates customer account information and data to maintain proper operational service delivery and customer communication
• Has thorough interactions with customers to gauge their satisfaction with Concentra and to fully understand customer complaints and concerns
• Advises customers on Concentra processes, products, and outcomes

• CCM and data liaison for the Concentra sales organization, especially the Key and Inside account teams. Use of advanced CCM knowledge to advise and assist with proper account setup, especially complex cross-market accounts.
• Partners with operations and billing office leadership teams to address and resolve customer issues and complaints

• Participate in meetings/calls to manage accounts, processes, and system enhancements, both internally and externally.
• Oversee and manage the implementation of new accounts and maintain the relationship and maintenance for these accounts.
• Monitors key metrics to achieve operational consistencies.
• Ensures staffing optimization and holds staff accountable to impact workflow.
• Assists Supervisor/Team Lead in assessing processes and work flows to continuously improve.
• Develops colleague success through all aspects of the talent life cycle within the business unit including recruiting, hiring, onboarding, orientation, mentoring/development, engagement, retention, performance management and succession planning.

• Lead and assist in the management of the CEM team.
• Assign work and duties to CEM team as needed.
• Engage the existing national and major clients directly to understand their business needs and develop business solutions to address those needs, This can include medical record support, billing issue resolution, employer updates and IT support.
• Initiate and manage projects for my assigned accounts based on their needs to help improve their overall experience.
• Effectively collaborate with Operations, Central Billing Offices, Medical, Physical Therapy, QII, IT and Sales leadership teams to identify issues, root cause analysis and resolve national and major employer issues and communicate the resolutions to the client in a timely manner.
• When new business is secured work closely with national and major sales in overseeing and managing the implementation of new national and major accounts in required systems.
• Understand and embrace client ecosystem and maintain balance of ecosystem.