Customer Relations Team Lead

🔥 0 minutes ago

🌵 Arizona, Texas – Remote

🌵 Arizona – Remote 🤠 Texas – Remote

💵 $60k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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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

• Manage and support the Customer Relations department • Ensure assigned tasks are completed using standardized methods and quality results are produced • Ensure high-quality customer service, an efficient enrollment process, and effective outbound communication • Conduct quality checks on inbound and outbound communications, processes, and maintenance • Ensure processors analyze, track, research, and process customer inquiries and documentation within specified time frames • Ensure state- and program-specific reports are processed on time • Identify process breakdowns and take action to prevent errors • Analyze escalated issues and help develop proactive resolution processes • Maintain a calendar to review deadlines and make necessary adjustments • Identify and share process-improvement and working-condition opportunities • Develop internal and external written communications and assist with external communications production • Analyze projected mail dates, outbound communications, process changes, priorities, and staffing needs • Provide customer service to coworkers and Acumen visitors by phone and in person • Communicate expectations to the team • Monitor and evaluate individual team performance • Provide timely feedback, development, discipline, and improvement-plan guidance • Conduct performance evaluations and performance improvement plans; assist with interviews as requested • Complete multiple tasks using strategic thinking • Ensure compliance with contracts, state requirements, and Medicaid specifications • Attend and participate in company, departmental, and cross-departmental meetings; initiate meetings and create and follow agendas • Provide training to customer service staff and other departments as requested • Work late or on weekends occasionally to meet deadlines • Perform other duties or change priorities as directed by the Customer Relations Manager or Director • Support Acumen’s compliant cybersecurity posture by following applicable policies, procedures, standards, and guidelines

🎯 Requirements

• Bachelor’s degree or equivalent work-related experience • Must reside in Arizona or Texas while working remotely • Excellent computer skills, especially Microsoft Office Publisher, Word, and Excel • Ability to respond effectively and respectfully to internal and external customers orally and in writing • Excellent organizational, attention-to-detail, time-management, task-orientation, interpersonal, patience, perseverance, and follow-through skills • Ability to prioritize and handle multiple demands in a rapidly changing environment • Excellent communication and relationship skills with clients, state entities, and colleagues • Ability to interact respectfully with clients with varying abilities, educational backgrounds, authority levels, and ethnicities • Ability to maintain confidentiality • Ability to speak publicly, including delivering trainings • Ability to communicate effectively with diverse customers diplomatically and respectfully • Ability to sit for extended periods while entering data into multiple systems • Ability to operate computers, copiers, scanning and reading equipment, calculators, and other office equipment • Ability to stand, walk, and talk for an hour or more • Close vision, color vision, and ability to adjust focus • Ability to work under stressful conditions and manage multiple assignments with specific deadlines • Ground and/or air travel upon demand

🏖️ Benefits

• Equal employment opportunity employer • Remote work arrangement • Opportunity to participate in company meetings and training • Professional development through feedback, development, performance improvement plans, and training opportunities