Job DetailsJob Location: Boston, MA 02210Salary Range: $29.00 - $30.00 HourlyABOUT THE COMPANY
Acumen, LLC. is one of the nation's leading fiscal agents offering a portfolio of innovative financial management services backed by superior customer service. Our passion is to help people lead independent lives through exceptional participant-directed programs. Acumen is a great place to work. Our employees make a positive difference in our clients lives by what they do. Among many benefits to working here, we offer medical, dental and vision coverage, generous paid time off, and incentive bonuses to those who qualify.
OVERVIEW AND ESSENTIAL JOB FUNCTIONS
Agents at Acumen embody the organization’s mission of facilitating freedom, choice and opportunity for individuals with disabilities and their families. Agents are responsible for growing Acumen’s presence in the self-directed community within their state, supporting clients through their lifecycle with the organization, and ensuring contract compliance. The Lead Agent will also act in a leadership role, serving as a subject matter expert for all other Agents of their respective state team, providing training assistance when needed and identifying and implementing process improvements for increased efficiency of day to day operations.
Demonstrates a working knowledge of and abides by contract, state and Medicaid specifications and ensuring team works within contract guidelines
Acts as a subject matter expert for all Enrollment processes and ensures all processes are documented for training and continuous improvement purposes
Monitors the accuracy of existing program fact sheets and recommends updates when errors are identified
Processes assigned Enrollment tasks and monitors timely and thorough completion of tasks assigned to other Agents
Organizes and monitors the state-specific Maintenance work queue area for maximum team efficiency
Analyzes escalated issues and assists the team in developing proactive processes for efficient and effective resolution of future occurrences
Identifies areas where individual or team training is needed and conveys this information as well as a proposed training plan to Executive Director
Ensures team’s accurate input of all relevant data
Ensures team conducts thorough and accurate research as needed
Conducts quality checks on outbound and inbound communication
Conducts quality checks on processes and maintenance
Openly communicates process improvements and changes to the team
Assists with the development and production of external communications as assigned
Attends and participates in operational and company meetings as requested
Willing to occasionally work other than typical work hours to meet high volume demands
Performs other work related activities as assigned
ALL Acumen employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act.
QualificationsMINIMUM QUALIFICATIONS At least 2 years of experience in customer service At least 1 year of experience as an Acumen Agent Ability to communicate effectively both orally and in writing Accuracy and the ability to handle responsibility with limited supervision High standard of integrity Ability to work well with numbers Proficient with 10 key by touch Demonstrates excellent organizational skills, attention to detail, time management skills, task oriented, good interpersonal skills, patience, perseverance, personal stress management and follow through skills Ability to handle conflict and difficult customers Ability to prioritize and handle multiple demands successfully Must be able to plan for and meet multiple deadlines Ability to use all office equipment Knowledge of advanced computer skills to include Microsoft Word, and Excel Experience working with dual monitors and multiple applications simultaneously PREFERRED QUALIFICATIONS High school diploma, some college courses or a college degree Acumen is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
