Associate Director

Acumen & DCI • Honolulu, HI

5d

About The Position

The Associate Director empowers Acumen to achieve its mission of facilitating freedom, choice and opportunity through innovative fiscal agent solutions. Individuals in this role are charged with assisting the Executive Director in representing Acumen to all stakeholders within their program. The Associate director will spend time at every level, including working with state partners, local program staff, and most importantly our clients. They will supervise staff, which involves direct and indirect responsibilities such as interviewing, selecting, training, motivating, providing performance evaluations, overseeing wage and salary administration, and developing goals as well as procedures to ensure achievement of goals. The role requires understanding and staying up to date on program rules, regulations and implementation needs while being able to effectively communicate and explain said rules to external and internal stakeholders. The Associate Director will support clients (employers and employees) during their enrollment process, process related paperwork and manage electronic communication, which requires accurate data entry into several databases and meeting deadlines. They will provide timely and accurate day-to-day support to clients, receive, research and resolve all client inquiries, and assist the Accounts Receivable team in researching billing issues and claims. Ensuring compliance with all state and federal guidelines, including the management of all escalated issues with client families and states, is crucial. The role also involves managing Electronic Visit Verification implementation and maintenance, including member adoption campaigns and data and aggregation accuracy. Coordination with other FMS contractors and the program training contractor on member referrals, transfers, training needs and customer service responses is expected. The Associate Director will analyze trends and resolve customer inquiries pertaining to specific program or contract regulations/guidelines, and organize, structure, and schedule one on one or group training sessions to meet the needs of the customer. They will represent Acumen publicly at events such as conferences, trade shows, forums, stakeholder groups, pre-bidders, etc., which may require public speaking in order to actively market products to the general public. Reporting back from public events on Acumen's brand acceptance and reputation, and customer satisfaction, as well as reporting program statistics and information to key stakeholders through survey results and regular reporting as necessary, are key functions. The role requires working well independently with limited supervision, working a flexible work schedule, including but not limited to weekends, weeknights and holidays, and traveling upon demand. Performing other work-related activities as assigned is also part of the role. 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 acting accordingly.

Requirements

• Prior experience in customer service and/or client relations.
• Must be able to work a flexible schedule, including but not limited to weekends, weeknights and holidays.
• Must be able to travel, including overnight(s), via ground transportation and/or via flight
• Maintain a valid driver’s license within the state of residence and valid automobile insurance
• Advanced computer knowledge using Microsoft Word, Excel, PowerPoint, Internet, Email and use of PDFs
• Ability to handle fluctuating inbound and outbound call volume that can be heavy at times
• Ability to communicate both orally and in writing in a professional manner
• Accuracy and the ability to handle responsibility with limited supervision
• High standard of integrity
• Ability to work well with numbers
• Ability to read and work accurately with formulas
• Demonstrates excellent organizational skills, attention to detail, time management, task oriented
• Good interpersonal communication skills
• Patience, perseverance, and follow through skills
• Ability to handle conflict and difficult clients and/or state stakeholders and/or case managers
• Ability to prioritize and handle multiple demands successfully
• Must be able to plan for and meet multiple deadlines
• Ability to use all office equipment
• Experience working with multiple applications

Nice To Haves

• Some college or College Degree preferred in related field

Responsibilities

• Supervise staff, which involves direct and indirect responsibilities such as interviewing, selecting, training, motivating, providing performance evaluations, overseeing wage and salary administration, and developing goals as well as procedures to ensure achievement of goals
• Understand and stay up to date on the program rules, regulations and implementation needs while being able to effectively communicate and explain said rules to external and internal stakeholders
• Support clients (employers and employees) during their enrollment process; process related paperwork and manage electronic communication, which requires accurate data entry into several databases and meeting deadlines
• Provide timely and accurate day-to-day support to clients; receive, research and resolve all client inquiries
• Assist Accounts Receivable team in researching billing issues and claims
• Ensure compliance with all state and federal guidelines including the management of all escalated issues with client families and states
• Manage Electronic Visit Verification implementation and maintenance including member adoption campaigns and data and aggregation accuracy
• Coordinate with other FMS contractors and the program training contractor on member referrals, transfers, training needs and customer service responses
• Analyze trends and resolve customer inquiries pertaining to specific program or contract regulations/guidelines
• Organize, structure, and schedule one on one or group training sessions to meet the needs of the customer
• Represent Acumen publicly at events such as conferences, trade shows, forums, stakeholder groups, pre-bidders, etc., which may require public speaking in order to actively market products to the general public
• Report back from public events on Acumen's brand acceptance and reputation, and customer satisfaction
• Report program statistics and information to key stakeholders through survey results and regular reporting as necessary
• Work well independently with limited supervision
• Work a flexible work schedule, including but not limited to weekends, weeknights and holidays
• Travel upon demand
• Perform other work-related activities as assigned
• Support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act
• Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted
• Demonstrates excellence in work standards, is tenacious in completing tasks
• Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
• Works well with other team members and departments
• Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
• Requests support from team with ample time to accommodate the support request in order to meet deadlines
• Ensures effectiveness in processes to achieve/seek best practice

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree