Agent Supervisor

Acumen Fiscal Agent; Hamilton, Northern (NJ, KY); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Acumen Fiscal Agent is seeking an Agent Supervisor to expand our self-directed program presence in New Jersey and lead the state team. You will ensure contract compliance, support clients through their lifecycle, and drive process improvements for efficiency and accuracy.

The role requires strong communication, organization, and multitasking skills, with experience in customer service and previous Acumen Agent work being a plus. Some evenings or weekends may be needed.

Qualifications

• 2+ years of customer service experience.
• 1+ year as an Acumen Agent preferred.
• High school diploma or college coursework preferred.
• Strong written and oral communication abilities.
• Accurate, detail oriented with minimal supervision.
• Integrity and numerical accuracy.
• Ability to work with numbers and use 10-key by touch.
• Organizational, time management and multitasking skills.
• Ability to handle conflict and challenging customers.
• Proficiency with Microsoft Word and Excel.

Responsibilities

• Grow Acumen’s presence in the self-directed community within the state.
• Support clients through their lifecycle with the organization.
• Ensure contract compliance and timely completion of tasks.
• Coordinate maintenance work queues for efficiency.
• Train and provide process improvements for the team as needed.
• Monitor data input accuracy and research/escalations when required.
• Communicate process changes to the team and stakeholders.
• Attend meetings and support external communications as assigned.

Skills

Customer service

Agent experience

Communication

Microsoft Word

Excel

Attention to detail

Time management

Conflict resolution

Multitasking

Data entry

Education

High school diploma or college preferred

Tools

Dual monitors

Multiple applications

Job description

Description

ROLE AND ESSENTIAL FUNCTIONS

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.

• Demonstrates a working knowledge of and abides by contract, state and Medicaid specifications and ensuring team works within contract guideline
• Acts as a subject matter expert for all 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 Executive Director
• Ensures team’s 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

Requirements

QUALIFICATIONS

• At least 2 years of experience in customer service
• At least 1 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 keys 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

COMMUNICATION SKILLS

• Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues
• Ability to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities
• Ability to maintain confidentiality
• Ability to speak in public, including trainings
• Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully

RESPONSIBILITIES AS A TEAM MEMBER

• 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

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