Senior Agent Operations Lead

Acumen Fiscal Agent, LLC; Hamilton (NJ); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Acumen Fiscal Agent, LLC is seeking an Agent Supervisor to lead a state team, ensure contract compliance, and support clients through their lifecycle. You will train Agents, monitor outputs, and implement process improvements for efficiency.

This role emphasizes accuracy, confidentiality, and strong communication across stakeholders. Responsibilities include supervising enrollment and budgeting workflows, maintaining data integrity, and coordinating with leadership to address escalations and

Qualifications

• Requires at least 2 years in customer service and 1 year as an Acumen Agent.
• Strong written and oral communication skills are essential.
• Ability to work with numbers and maintain accuracy under limited supervision.
• High integrity and organizational skills required.

Responsibilities

• Demonstrates working knowledge of contract, state and Medicaid specs and ensures team operates within guidelines.
• Acts as subject matter expert for Enrollment, Budgeting, and Agent processes; documents procedures for training.
• Monitors accuracy of program fact sheets and updates as needed.
• Processes Agent tasks and ensures timely completion.
• Organizes state-specific Maintenance work queue for team efficiency.
• Monitors quality and efficiency of Agent work; addresses improvement areas.
• Analyzes escalated issues and develops proactive resolution processes.
• Identifies training needs and proposes a plan to the Executive Director.
• Ensures accurate data input and develops corrective action plans as necessary.
• Conducts thorough research when required and performs quality checks on communications.

Skills

Customer service

Data entry

Communication

Problem solving

Time management

Multitasking

Confidentiality

Education

High school diploma

Some college courses

Tools

Microsoft Word

Microsoft Excel

10-key by touch

Dual monitors

Office equipment

Job description

Acumen Fiscal Agent, LLC is seeking an Agent Supervisor to lead a state team, ensure contract compliance, and support clients through their lifecycle. You will train Agents, monitor outputs, and implement process improvements for efficiency.

This role emphasizes accuracy, confidentiality, and strong communication across stakeholders. Responsibilities include supervising enrollment and budgeting workflows, maintaining data integrity, and coordinating with leadership to address escalations and