Acumen Agent Supervisor - NJ

Overview Agents at Acumen embody the organization's mission of facilitating freedom, choice and opportunity for individuals with disabilities and their families. Agents are responsible for growing Acumen's presence in the self-directed community within their state, supporting clients through their lifecycle with the organization, and ensuring contract compliance. The Agent Supervisor will also act in a leadership and supervisory role, serving as a subject matter expert for all other Agents of their respective state team, providing training when needed and identifying and implementing process improvements for increased efficiency of day to day operations. Responsibilities Demonstrates a working knowledge of and abides by contract, state and Medicaid specifications and ensures the team works within contract guidelines. Acts as a subject matter expert for Enrollment, Budgeting, and Agent processes and ensures all processes are documented for training and continuous improvement purposes. Monitors the accuracy of existing program fact sheets and recommends updates when errors are identified. Processes assigned Agent tasks and monitors timely and thorough completion of tasks assigned to Agents. Organizes and monitors the state-specific Maintenance work queue area for maximum team efficiency. Monitors quality and efficiency of individual Agent work and addresses areas of quality improvement and inefficiency with Agents as needed. Analyzes escalated issues and assists the team in developing proactive processes for efficient and effective resolution of future occurrences. Identifies areas where individual or team training is needed and conveys this information as well as a proposed training plan to the Executive Director. Ensures teams accurate input of all relevant data and works to develop remediation and/or Corrective Action Plans as needed. Ensures team conducts thorough and accurate research as needed. Conducts quality checks on outbound and inbound communication, processes and maintenance and addresses issues as required. Openly communicates process improvements and changes to the team. Assists with the development and production of external communications as assigned. Attends and participates in operational and company meetings as requested. Willing to occasionally work other than typical work hours to meet high volume demands. Monitors Agents' work hours and performance. Performs other work related activities as assigned. 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. Qualifications 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 orientation, 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. 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. #J-18808-Ljbffr