Customer Relations Specialist
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Job Description
Customer Relations Specialist handling customer inquiries, calls, data entry, and administrative support for Acumen’s Medicaid-related operations. Remote role restricted to candidates in Texas or Arizona.
Responsibilities:
- Standardize the quality of outgoing communications and maintain incoming and outgoing calls according to Acumen, Medicaid, state, and contract guidelines
- Perform company-wide administrative support tasks
- Serve as a first point of contact for customers
- Interact daily by phone and electronically with people of varying educational backgrounds and authority
- Provide excellent customer service to clients, coworkers, and visitors by phone and in person
- Analyze, track, research, and resolve customer inquiries
- Process incoming and outbound paperwork and electronic communications through accurate manual data entry
- Register potential and existing customers in multiple databases
- Receive, research, sort, file, and retrieve confidential and time-sensitive documents
- Process documents to update and maintain files and records
- Maintain a complex filing system
- Prioritize work independently using deadlines, urgency, and manager instructions
- Comprehend and apply internal and external applications, software, Medicaid guidelines, and contract, state, and program guidelines
- Handle conflicts and difficult customers and de-escalate situations
- Retrieve and return calls, escalating issues to the appropriate supervisor
- Review and process emails, escalating when needed
- Follow position processes and assigned duties
- Document new processes as requested
- Identify and share process-improvement opportunities
- Occasionally work late or weekends as needed to meet deadlines or high-volume demands
- Achieve call quotas set by management
- Perform other assigned duties and change priorities as instructed
- Support Acumen's compliant cybersecurity posture by following relevant policies, procedures, standards, and guidelines
Requirements:
- High School Diploma or equivalent, and some college courses or degree preferred
- At least 2 years of experience in Customer Service
- Proficient with 10-key by touch
- Ability to work well with numbers
- Valid Driver’s License and able to lift and transport mail to post office daily
- Advanced computer skills, including email, Word, Excel, PowerPoint, Adobe Acrobat, and document manipulation
- Excellent organizational skills and attention to detail
- Data Entry background with a high degree of accuracy
- Ability to work independently and as part of a team
- Ability to multi-task and meet assigned deadlines in a rapidly changing environment
- Ability to recognize problems and escalate them appropriately
- Minimum typing speed of 45 wpm
- Excellent communication and relationship skills
- Ability to maintain confidentiality
- Ability to read and interpret written information and procedural documentation
- Ability to interact respectfully with diverse customers and stakeholders
- Ability to resolve crisis situations and develop resolutions between parties
- Ability to sit for extended periods and perform repetitive data-entry motions
- Ability to work under stressful conditions and manage multiple assignments with deadlines
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