ABOUT 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
The Customer Relations Team Lead is responsible for managing and supporting the Customer Relations department ensuring that all assigned tasks
are completed within a standardized method and quality results are produced. They will be responsible for ensuring that the highest level of
customer service is accomplished, enrollment process is efficient, and all outbound communication is effective.
- Conducts quality checks on outbound and inbound communication
- Conducts quality checks on processes and maintenance
- Ensures that processors are analyzing, tracking and thoroughly researching all customer inquiries
- Ensures that processors are processing all documentation within the specified time frames
- Ensures that all state and program specific reports are processed within the specified time frames
- Demonstrates the ability to identify a break down in process. Ensures that appropriate action is taken in order to prevent errors
- Analyzes escalated issues and assists team in developing proactive processes for efficient and effective resolution
- Ensure his/her calendar is properly maintained in order to review deadlines and make necessary adjustments
- Identify and share opportunities for process improvements and improved working conditions
- Develops quality internal and external written communication based on various scenarios
- Assist with the development and production of other external communications as assigned
- Analyzes projected mail dates, outbound communication and particular changes in processes including any priority changes and projects the need for additional staff
- Provide excellent customer service to coworkers and Acumen visitors both on the phone and in-person, and encouraging positive
- working relationships across the company
- Openly communicates expectations to team
- Monitors and evaluates individual team performance
- Provides timely feedback and development to each team member, including discipline as needed and guidance on improvement plans
- Responsible for conducting performance evaluations, performance improvement plans (PIP), and assists with interviews as requested.
- Uses strategic thinking to complete multiple tasks
- Demonstrates a working knowledge of and abides by contract, state and Medicaid specifications ensuring team works within guidelines
- Attends and participates in all company meetings as requested
- May provide training to customer service staff and other departments as requested
- Attends and proactively participates in company meetings; will also initiate departmental and cross-departmental meetings; will also be expected to create and follow agendas
- Occasionally work late or on weekends as needed to ensure all deadlines are met
- Perform other work-related duties as assigned or change priorities as instructed by Customer Relations Manager or Customer Relations Director
- 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 accordingly.
