Customer Relations Team Lead

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.

MINIMUM QUALIFICATIONS

• Bachelors degree or equivalent work related experience
• Excellent computer skills, with an emphasis on Microsoft Office Publisher, Word, and Excel
• The ability to effectively and respectfully respond to internal and external customers both orally and in writing
• Excellent organizational skills, attention to detail, time management skills, task oriented, good interpersonal skills, patience, perseverance, and follow through skills
• Ability to prioritize and handle multiple demands successfully in a rapidly changing environment
• A high standard of integrity and sound business ethics
• Able to recognize a problem and escalate to the appropriate manager for resolution

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.

If you require reasonable accommodation for any part of the application process or hiring process, please submit your request through one of the following methods listed below:

(a) Dedicated fax

(b) Dedicated email DISABILITY ACCOMMODATION REQUESTS ONLY

(c) US mail E Inverness Ave Mesa, AZ Attn Human Resources

(d) Dedicated phone Option 1 (Employment Opportunities) DISABILITY ACCOMMODATION REQUESTS ONLY