• Leading the Customer Support department to success through daily performance management, target setting and colleague engagement programmes • Oversight and management of department quality performance ensuring Team Leaders provide timely feedback to Agents failing to meet our quality standards and ensuring that remediation to customers is applied where necessary. • Review, update and implement arrears management processes as aligned to the Collections strategy to improve the quality of service and ensure the customer journey is consistent throughout all processes undertaken. • Communicate with all departments of the business to assess impacts and implications of any changes • Work closely with the Team Leaders and wider stakeholders to spot trends and changes in colleague performance. • Drive reward and recognition, support and performance management as appropriate • Seek and implement opportunities to drive operational efficiencies • Provide direction and support to the team through regular communication via one to ones with direct reports and weekly team meetings • Drive a culture of top performance standards and creating a motivated workforce • Be able to spot trends, track progress and ensure company expectations are met. • Provide valued feedback to your line manager where appropriate. • Log and report any procedural breaches identified across the recoveries team, feeding back to relevant departments with assistance to mitigate risk • Working closely with key stakeholders to drive required change across the business • Embedding and emulating our core values at all times.

The Referral Management Coordinator maintains high standards for quality and an exceptional patient experience in accordance with Concentra’s policies, procedures and applicable regulations. The Referral Management Coordinator processes referrals requests and authorizations while working closely with physicians, employers and payors. Customer services is a top priority in order 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

• Provide high-level legal support to a team of attorneys • Manage all aspects of the professional responsibilities of the assigned attorneys • Editing, proofreading and processing legal documents upon request of assigned attorneys • Maintains legal files (both paper & electronic), organizes and files documents in designated order • Updates project information, scans and organizes legal files • Manages document deliveries and tracks final executed documentation • Receives and evaluates telephone calls for supported attorneys • Communicates with clients, opposing counsel, courts, and liaisons • Collaborates and works with Administrative Support Coordinators, Paralegals and other legal support team members • Assists with overflow work and other special projects assigned

• Responding to customer inquiries and resolving issues via email and live chat • Utilizing internal tools to address and take ownership of customer concerns • Collaborating with other departments to escalate and resolve complex queries • Working closely with our diverse international team