Due to Integra’s continued growth, specifically within the Customer Service team, Integra has created a new role to assist the Customer Service Leadership Team & Operations Business Analyst with the scheduling and daily management of its call center queues for our payers, providers, and patients. This is an ideal role for someone with call center experience and experience with the Workforce Management (WFM) platform. Support the Sr. Service Operations Business Analyst in all aspects of and maintenance of WFM platform used for forecasting, scheduling, monitoring, and reporting of the daily/weekly/monthly call center statistics. Monitor the daily call queues and coordinate the call center team members’ availability between each queue to ensure service levels are met and achieved. Communication with leadership with updates on current status of each call queue, wait times, and other relevant metrics for the call center. Ensuring schedule adherence related to breaks, lunches, idle times of the call center team. Identification of peak times and action planning to ensure service levels are met. Consistent ability to make judgement calls and decisions in partnership with leadership for problem resolution. Assisting supervisors with schedules, time off calendars, and other scheduling planning (1 on 1’s, company meetings), to ensure availabilities support the call queues.

This position operates as part of the Tessitura Support Specialists Team, within the broader Member Services Team. The Support Specialist provides customer support to Tessitura Members, partners, and staff using a help desk system and customer-facing calls to ensure satisfaction in the overall engagement with the Tessitura Network staff, software and products. Triage incoming help tickets, escalated Support calls and live chats to support the Tessitura Network software and products. Provide professional customer service to Tessitura Network Members, partners, and staff in a timely and accurate manner. Utilize various channels to fulfill service requests, address inquiries, and resolve reported issues related to Tessitura products and the hosting environment. Identify complex issues for escalation, providing applicable background information as necessary. Facilitate training and participate in member-facing meetings of Tessitura Members, partner, and staff when needed. Actively contribute to our technical knowledge base and other technical documentation. Perform updates to databases in the hosted environment as needed for Tessitura Network members. Participate in a Subject Matter Expert Group as part of internal training initiatives. Routinely participate in Group Work discussions. Assist with providing coverage as part of an on-call rotation during holidays to provide 24/7 service to our members. Other duties as assigned.

We are seeking dependable and service-oriented individuals to join our team as a Remote Client Support Representative – Travel. This position focuses on assisting clients with travel inquiries, supporting reservation coordination, and ensuring a smooth customer experience throughout the booking process. This is an entry-level opportunity within the travel industry. No prior travel experience is required. Structured onboarding and ongoing training are provided. Respond to client inquiries regarding travel options, reservations, and itinerary details Assist with booking and confirming hotels, cruises, and vacation packages Review travel information for accuracy, including dates and traveler details Provide timely updates and professional communication before and after travel Maintain organized client records and documentation Deliver high-quality customer support in a fully remote environment

The Referral Management Coordinator maintains high standards for quality and an exceptional patient experience in accordance with Concentra’s policies, procedures and applicable regulations. Processes referrals requests and authorizations while working closely with physicians, employers, and payors. Customer service is a top priority to achieve a positive impact on the cost and quality of care rendered to injured employees. First point of escalation for all case related issues requiring guidance. Responsible for daily completion of assigned patient referrals, while meeting production requirements. Reviews, processes, and supports Specialist referral requests by Concentra sites as defined by the market. Obtains authorization for Specialist referrals and schedules appointments accordingly. Ensures that appropriate networks and Concentra Advanced Specialists are used when applicable. Provides all necessary information such as medical records, prescriptions, etc. to payor. Communicates with stakeholders, payor, employer, and patient as appropriate. Records all appropriate information via OA/CR module of OccuSource per Concentra policy. Builds relationships with provider, employer, and payor communities. Identifies trends or patterns in missed capture and opportunities to gain capture; communicates these ideas and trends to Lead and Supervisor. Handles calls according to the call guidelines of the department. Participates in quality assurance processes including but not limited to the audit program, case reviews, and training sessions.