Customer Relations Specialist

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

Customer Relations Specialist assist in standardizing the quality of outgoing communications and maintaining incoming/ outgoing calls as outlined by Acumen's best practices, Medicaid, the state or the contract, and all updates of the mentioned parties. This position will also conduct a variety of other company-wide administrative support tasks. This position is uniquely important as it will often be the first point of contact our customer has with Acumen. 

• Interacts daily by phone and electronically with persons of various levels of educational backgrounds and authority. 

• 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. 

• Analyzes, tracks, thoroughly researches and resolves all customer inquiries. 

• Processes incoming and outbound paperwork and electronic communication through manual data entry into several databases with high accuracy. 

• Registers potential and existing customers using several data bases with high accuracy. 

• Receives, researches, sorts, files, retrieves forms, correspondence and documents of confidential and time-sensitive nature. 

• Processes documents to update and maintain files and records. 

• Maintains a complex filing system. 

• Works well independently with limited supervision. 

• Ensures all incoming paperwork and communication is processed by following Acumen, Medicaid, state and program guidelines. 

• 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. 

• Demonstrates a working ability to comprehend all internal/external applications, software, Medicaid guidelines, and contract, state and program guidelines. 

• Demonstrates the ability to work well with numbers; must read and comprehend data in order to effectively relay information to internal and external persons. 

• Ability to handle conflict, difficult customers, and also present the skills necessary to de-escalate a given situation. 

• Demonstrates the ability to work within a fast changing and fast paced work environment. 

• Retrieves messages and will return calls; escalated issues will be delivered to the appropriate Supervisor. 

• Review and process emails, will escalate when needed. 

• Follow all processes related to position and assigned duties. 

• Document new processes as requested by the Manager or Supervisor. 

• Identify and share opportunities for process improvements and improved working conditions. 

• Occasionally work late or on weekends as needed to ensure deadlines and/or high volume demands are met (as approved by Manager or Supervisor). 

• Achieve call quotas