Customer Relations Specialist

🔥 0 minutes ago

🌵 Arizona, Texas – Remote

🌵 Arizona – Remote 🤠 Texas – Remote

💵 $19 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Acumen Fiscal Agent

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1995

🏥 Healthcare

🏛️ Government

Healthcare • Government

Acumen Fiscal Agent is a long-established fiscal intermediary and fiscal employer agent that supports self-directed home care and Medicaid-funded programs across the United States. Since 1995 it has partnered with participants, families, state and federal programs, managed care organizations, counties, and Veteran programs to manage care funding, process payroll and taxes, prepare W-2s/1099s, handle Electronic Visit Verification (EVV), enroll participants and employees, track spending plans/budgets, and bill funding sources. Acumen specializes in enabling people who choose self-directed care to employ and manage their direct care workers while ensuring compliance with IRS, state and local tax, and Department of Labor requirements.

📋 Description

• Standardize the quality of outgoing communications and maintain incoming and outgoing calls according to Acumen, Medicaid, state, and contract guidelines • Perform company-wide administrative support tasks • Serve as a first point of contact for customers • Interact daily by phone and electronically with people of varying educational backgrounds and authority • Provide excellent customer service to clients, coworkers, and visitors by phone and in person • Analyze, track, research, and resolve customer inquiries • Process incoming and outbound paperwork and electronic communications through accurate manual data entry • Register potential and existing customers in multiple databases • Receive, research, sort, file, and retrieve confidential and time-sensitive documents • Process documents to update and maintain files and records • Maintain a complex filing system • Prioritize work independently using deadlines, urgency, and manager instructions • Comprehend and apply internal and external applications, software, Medicaid guidelines, and contract, state, and program guidelines • Handle conflicts and difficult customers and de-escalate situations • Retrieve and return calls, escalating issues to the appropriate supervisor • Review and process emails, escalating when needed • Follow position processes and assigned duties • Document new processes as requested • Identify and share process-improvement opportunities • Occasionally work late or weekends as needed to meet deadlines or high-volume demands • Achieve call quotas set by management • Perform other assigned duties and change priorities as instructed • Support Acumen's compliant cybersecurity posture by following relevant policies, procedures, standards, and guidelines

🎯 Requirements

• High School Diploma or equivalent, and some college courses or degree preferred • At least 2 years of experience in Customer Service • Proficient with 10-key by touch • Ability to work well with numbers • Valid Driver’s License and able to lift and transport mail to post office daily • Advanced computer skills, including email, Word, Excel, PowerPoint, Adobe Acrobat, and document manipulation • Excellent organizational skills and attention to detail • Data Entry background with a high degree of accuracy • Ability to work independently and as part of a team • Ability to multi-task and meet assigned deadlines in a rapidly changing environment • Ability to recognize problems and escalate them appropriately • Minimum typing speed of 45 wpm • Excellent communication and relationship skills • Ability to maintain confidentiality • Ability to read and interpret written information and procedural documentation • Ability to interact respectfully with diverse customers and stakeholders • Ability to resolve crisis situations and develop resolutions between parties • Ability to sit for extended periods and perform repetitive data-entry motions • Ability to work under stressful conditions and manage multiple assignments with deadlines