Enrollment Specialist

Location: Birmingham

ABOUT THE COMPANY

Acumen, LLC. is one of the nation's leading fiscal agents offering a portfolio of innovative financial management services backed by superior customer service. Our passion is to help people lead independent lives through exceptional participant-directed programs. Acumen is a great place to work. Our employees make a positive difference in our clients lives by what they do. Among many benefits to working here, we offer medical, dental and vision coverage, generous paid time off, and incentive bonuses to those who qualify.
ROLE AND ESSENTIAL FUNCTIONS

The Enrollment Specialist is responsible for processing incoming and outbound paperwork and electronic communication through manual data entry into several databases with high accuracy; as determined and/or directed by Acumen, the state or the contract and all updates of the contract. The Enrollment Specialist handles heavy internal and external inbound and outbound calls regarding new and existing client files.

• Receives large number of calls (internal & external) regarding new and existing enrollment files
• Places a large number of outbound follow-up calls to clients in order to update existing files or complete new enrollment files
• Interacts daily with program stake holders via phone and/or electronically
• Registers potential and existing customers using several data bases with high accuracy
• Receives, researches, sorts, files, retrieves forms, correspondence and documents of confidential and time-sensitive nature. Includes following up with state individuals and families for possible resolution/s
• Manages, distributes and tracks program specific materials as needed and/or requested
• Maintains a complex filing system
• Works well independently with limited supervision
• Analyzes and resolves all customer inquiries
• Uses strategic thinking to complete multiple tasks
• Conducts thorough and accurate research
• Demonstrates a working knowledge of and abides by contract, state and Medicaid specifications
• Identify and share opportunities for process improvements and improved working conditions
• Willing to occasionally work other than typical work hours to meet high volume demands
• 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

QUALIFICATIONS

MINIMUM QUALIFICATIONS

• At least two years of experience in customer service
• Must be able to effectively handle heavy inbound and outboard call volume
• Ability to communicate both orally and in writing in a professional manner
• Accuracy and the ability to handle responsibility with limited supervision
• High standard of integrity
• Ability to work well with numbers
• Ability to read and work accurately with formulas
• Proficient with 10 key by touch
• Demonstrates excellent organizational skills, attention to detail, time management, task oriented, good interpersonal skills, patience, perseverance, and follow through skills
• Ability to handle conflict and difficult customers
• Ability to prioritize and handle multiple demands successful
• 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

PREFERRED QUALIFICATIONS

• High School diploma and some college courses, college degree

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

EQUIPMENT NORMALLY USED

• Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines
• May use other office equipment as needed

PHYSICAL AND MENTAL DEMANDS

The demands described here…