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Interacts daily by phone and electronically with persons of various levels of educational backgrounds and authority.
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Provide excellent customer service to Acumen clients, coworkers and Acumen visitors both on the phone and in-person, and encouraging positive working relationships across the company.
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Analyzes, tracks, thoroughly researches and resolves all customer inquiries.
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Processes incoming and outbound paperwork and electronic communication through manual data entry into several databases with high accuracy.
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Registers potential and existing customers using several data bases with high accuracy.
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Receives, researches, sorts, files, retrieves forms, correspondence and documents of confidential and time-sensitive nature.
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Processes documents to update and maintain files and records.
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Maintains a complex filing system.
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Works well independently with limited supervision.
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Ensures all incoming paperwork and communication is processed by following Acumen, Medicaid, state and program guidelines.
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Uses strategic thinking and maintains a calendar of deadlines in order to prioritize independently according to urgency, and agreed upon timelines, or as otherwise instructed by the Manager or Supervisor.
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Demonstrates a working ability to comprehend all internal/external applications, software, Medicaid guidelines, and contract, state and program guidelines.
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Demonstrates the ability to work well with numbers; must read and comprehend data in order to effectively relay information to internal and external persons.
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Ability to handle conflict, difficult customers, and also present the skills necessary to de-escalate a given situation.
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Demonstrates the ability to work within a fast changing and fast paced work environment.
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Retrieves messages and will return calls; escalated issues will be delivered to the appropriate Supervisor.
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Review and process emails, will escalate when needed.
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Follow all processes related to position and assigned duties.
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Document new processes as requested by the Manager or Supervisor.
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Identify and share opportunities for process improvements and improved working conditions.
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Occasionally work late or on weekends as needed to ensure deadlines and/or high volume demands are met (as approved by Manager or Supervisor).
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Achieve call quotas as determined by the Manager or Supervisor.
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Perform other work-related duties as assigned, or change priorities as instructed by Manager or Supervisor.
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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
