Customer Relations Team Lead

This is a fully remote position, open to applicants in Arizona, +1 more state.

📋 Description

• Oversee and assist the Customer Relations department.

• Guarantee the completion of assigned tasks utilizing standardized methods to achieve quality outcomes.

• Provide superior customer service, streamline the enrollment process, and facilitate effective outbound communication.

• Perform quality assessments on all inbound and outbound communications, processes, and maintenance tasks.

• Ensure processors assess, monitor, research, and manage customer inquiries and documentation within designated time frames.

• Confirm that state- and program-specific reports are submitted punctually.

• Recognize process inefficiencies and implement measures to mitigate errors.

• Evaluate escalated issues and contribute to the development of proactive resolution strategies.

• Maintain a calendar to track deadlines and make necessary adjustments.

• Identify and communicate opportunities for process enhancements and improved working conditions.

• Create internal and external written communications and assist in the production of external communications.

• Assess projected mailing dates, outbound communications, process modifications, priorities, and staffing requirements.

• Deliver customer service to colleagues and Acumen visitors both by phone and in person.

• Clearly communicate expectations to the team.

• Monitor and assess the performance of individual team members.

• Provide timely feedback, development opportunities, disciplinary actions, and guidance on improvement plans.

• Conduct performance evaluations and improvement plans; assist with interviews as needed.

• Execute multiple tasks utilizing strategic thinking.

• Ensure adherence to contracts, state regulations, and Medicaid specifications.

• Attend and engage in company, departmental, and interdepartmental meetings; schedule meetings and draft and adhere to agendas.

• Provide training to customer service staff and other departments upon request.

• Occasionally work late or on weekends to meet deadlines.

• Perform additional duties or adjust priorities as directed by the Customer Relations Manager or Director.

• Support Acumen’s compliant cybersecurity framework by adhering to relevant policies, procedures, standards, and guidelines.

⛳️ Requirements

• Bachelor’s degree or equivalent relevant work experience.

• Must reside in Arizona or Texas while working remotely.

• Proficient computer skills, particularly in Microsoft Office Publisher, Word, and Excel.

• Ability to respond effectively and respectfully to both internal and external customers, both verbally and in writing.

• Exceptional organizational skills, attention to detail, time management, task orientation, interpersonal skills, patience, perseverance, and follow-through.

• Competence in prioritizing and managing multiple demands in a fast-paced environment.

• Strong communication and relationship-building skills with clients, state entities, and colleagues.

• Ability to interact respectfully with clients from diverse backgrounds, with varying abilities and educational levels.

• Capacity to maintain confidentiality.

• Public speaking ability, including conducting training sessions.

• Skilled in communicating effectively and diplomatically with diverse customers.

• Ability to sit for extended periods while inputting data into various systems.

• Proficient in operating computers, copiers, scanning and reading devices, calculators, and other office equipment.

• Ability to stand, walk, and converse for an hour or more.

• Close vision, color vision, and the ability to adjust focus.

• Ability to work under pressure and manage multiple assignments with strict deadlines.

• Willingness to travel by ground and/or air as needed.

🏝️ Benefits

• Equal employment opportunity employer.

• Remote work arrangement.

• Opportunities to participate in company meetings and training sessions.

• Professional development through feedback, growth opportunities, performance improvement plans, and training sessions.