Acumen Agent Supervisor - KS

RISE INC FAMILY•Lenexa, KS

2d•Onsite

About The Position

Acumen, LLC. is a leading fiscal agent providing innovative financial management services and superior customer service. Our mission is to help people lead independent lives through exceptional participant-directed programs. We offer a positive work environment where employees make a difference in clients' lives. Benefits include medical, dental, and vision coverage, generous paid time off, and incentive bonuses.

Requirements

At least two years of experience in customer service.
At least one year of experience as an Acumen Agent.
High school diploma, some college courses or a college degree preferred.
Ability to communicate effectively both orally and in writing.
Accuracy and the ability to handle responsibility with limited supervision.
High standard of integrity.
Ability to work well with numbers.
Proficient with 10 key by touch.
Demonstrates excellent organizational skills, attention to detail, time management skills, task oriented, good interpersonal skills, patience, perseverance, personal stress management and follow through skills.
Ability to handle conflict and difficult customers.
Ability to prioritize and handle multiple demands successfully.
Must be able to plan for and meet multiple deadlines.
Ability to use all office equipment.
Knowledge of advanced computer skills to include Microsoft Word, and Excel.
Experience working with dual monitors and multiple applications simultaneously.

Nice To Haves

Some college courses or a college degree

Responsibilities

Facilitate freedom, choice, and opportunity for individuals with disabilities and their families.
Grow Acumen's presence in the self-directed community within their state.
Support clients through their lifecycle with the organization.
Ensure contract compliance.
Serve as a subject matter expert for all Agents of their respective state team.
Provide training to Agents when needed.
Identify and implement process improvements for increased efficiency of day-to-day operations.
Demonstrate a working knowledge of and abide by contract, state, and Medicaid specifications, ensuring the team works within contract guidelines.
Act as a subject matter expert for all Enrollment, Budgeting, and Agent processes and ensure all processes are documented for training and continuous improvement purposes.
Monitor the accuracy of existing program fact sheets and recommend updates when errors are identified.
Process assigned Agent tasks and monitor timely and thorough completion of tasks assigned to Agents.
Organize and monitor the state-specific Maintenance work queue area for maximum team efficiency.
Monitor quality and efficiency of individual Agent work and address areas of quality improvement and inefficiency with Agents as needed.
Analyze escalated issues and assist the team in developing proactive processes for efficient and effective resolution of future occurrences.
Identify areas where individual or team training is needed and convey this information as well as a proposed training plan to the Executive Director.
Ensure the team's accurate input of all relevant data and work to develop remediation and/or Corrective Action Plans as needed.
Ensure the team conducts thorough and accurate research as needed.
Conduct quality checks on outbound and inbound communication, processes, and maintenance and address issues as required.
Openly communicate process improvements and changes to the team.
Assist with the development and production of external communications as assigned.
Attend and participate in operational and company meetings as requested.
Willing to occasionally work other than typical work hours to meet high volume demands.
Monitor Agents' work hours and performance.
Perform other work-related activities as assigned.
Support the positive compliant cybersecurity company posture by familiarizing with all policies, procedures, standards, and guidelines and acting accordingly.