Acumen Fiscal Agent

• The Associate Director empowers Acumen to achieve its mission of facilitating freedom, choice and opportunity through innovative fiscal agent solutions. • Individuals in this role are charged with assisting the Executive Director in representing Acumen to all stakeholders within Texas. • Time is spent at every level, including working with state partners, local program staff, and most importantly our clients. • This position may be assigned direct reports with related supervisory responsibilities. • The professionalism, work ethic and standards displayed in this position will have a dramatic effect on the reputation and continued success of the company.

Role Description The Associate Director empowers Acumen to achieve its mission of facilitating freedom, choice and opportunity through innovative fiscal agent solutions. Individuals in this role are charged with assisting the Executive Director in representing Acumen to all stakeholders within Texas. Time is spent at every level, including working with state partners, local program staff, and most importantly our clients. This position may be assigned direct reports with related supervisory responsibilities. The professionalism, work ethic and standards displayed in this position will have a dramatic effect on the reputation and continued success of the company. - Supervise a staff, which involves direct and indirect responsibilities such as interviewing, selecting, training, motivating, providing performance evaluations, overseeing wage and salary administration, and developing goals as well as procedures to ensure achievement of goals. - Understand and stay up to date on the program rules, regulations and implementation needs while being able to effectively communicate and explain said rules to external and internal stakeholders. - Support clients (employers and employees) during their enrollment process; process related paperwork and manage electronic communication, which requires accurate data entry into several databases and meeting deadlines. - Provide timely and accurate day-to-day support to clients; receive, research and resolve all client inquiries. - Assist Accounts Receivable team in researching billing issues and claims. - Ensure compliance with all state and federal guidelines including the management of all escalated issues with client families and states. - Manage Electronic Visit Verification implementation and maintenance including member adoption campaigns and data and aggregation accuracy. - Coordinate with other FMS contractors and the program training contractor on member referrals, transfers, training needs and customer service responses. - Analyze trends and resolve customer inquiries pertaining to specific program or contract regulations/guidelines. - Organize, structure, and schedule one on one or group training sessions to meet the needs of the customer. - Represent Acumen publicly at events such as conferences, trade shows, forums, stakeholder groups, pre-bidders, etc., which may require public speaking in order to actively market products to the general public. - Report back from public events on Acumen's brand acceptance and reputation, and customer satisfaction. - Report program statistics and information to key stakeholders through survey results and regular reporting as necessary. - Work well independently with limited supervision. - Work a flexible work schedule, including but not limited to weekends, week nights and holidays. - Perform 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 accordingly. Benefits - Health benefits - Life Insurance - 401k with matching - Paid vacation - Paid holidays - 16 - Sick time - Pet insurance - Health savings account Company Description 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 client’s 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.

• Agents at Acumen must exhibit a service-forward mindset as they embody the organization's mission of facilitating freedom, choice and opportunity for individuals with disabilities and their families. • The Agent is responsible for enrolling, educating and supporting Acumen clients throughout their lifecycle with the organization, which involves inbound and outbound phone calls and emails, processing paperwork and manual data entry into multiple databases with a high degree of accuracy. • This role is critical to ensuring the company as a whole has a positive and healthy working relationship with new and existing clients, their families and support coordinators.

🌎 Change the world. Get paid for it. At Acumen, we're on a mission to help the disabled, military veterans, and the elderly live more independent, empowered lives. If you want your work to matter, this is your sign. 💡About US Acumen Fiscal Agent began 30 years ago with a bold idea: There had to be a better, simpler, and more personal way to deliver self-directed services to individuals needing home care and their families. Today, Acumen is proud to be one of the nation’s largest and most trusted providers of fiscal agent services. We’re not just processing payroll or paperwork, we’re helping people live fuller, more independent lives. Come be part of something meaningful! 💼What is the job? Acumen Fiscal Agent is seeking a Client Services Agent to join our remote team. As a Client Services Agent, you will serve as a vital link between our clients and our services, ensuring clear communication and a high standard of customer care. You will respond to inquiries, resolve issues, and guide clients through our financial products and services. The ideal candidate will have strong communication skills, a passion for helping others, and a deep understanding of customer service principles. Join our dynamic team, where you can leverage your abilities to make a significant difference in the lives of our clients while growing your career in a supportive environment. Responsibilities - Provide exceptional support to clients via phone, email, and chat - Assist clients in understanding and navigating our financial products and services - Resolve client issues and concerns efficiently, ensuring their satisfaction - Document client interactions accurately in our system - Collaborate with internal teams to ensure comprehensive client support - Offer feedback on service trends to further enhance the client experience - Conduct follow-ups with clients to ensure complete satisfaction and resolve any lingering issues

• Conduct thorough analyses of existing processes and workflows to identify inefficiencies. • Gather data and generate insights to support process improvement initiatives. • Develop and implement action plans to streamline processes and enhance service delivery. • Collaborate with cross-functional teams to design, test, and execute process improvements. • Monitor the effectiveness of changes and adjust strategies as needed. • Provide training and support for employees to adopt new processes and tools. • Report on progress and outcomes of improvement initiatives to management.

🌎 Change the world. Get paid for it. At Acumen, we're on a mission to help the disabled, military veterans, and the elderly live more independent, empowered lives. If you want your work to matter, this is your sign. 💡 About US Acumen Fiscal Agent began 30 years ago with a bold idea: There had to be a better, simpler, and more personal way to deliver self-directed services to individuals needing home care and their families. Today, Acumen is proud to be one of the nation’s largest and most trusted providers of fiscal agent services. We’re not just processing payroll or paperwork, we’re helping people live fuller, more independent lives. Come be part of something meaningful! 💼What is the job? Acumen Fiscal Agent is seeking a Process Improvement Analyst to join our innovative team. In this role, you will be responsible for analyzing current processes, identifying areas for improvement, and developing strategies to enhance operational efficiency. You will collaborate with various departments to gather data, analyze workflows, and implement solutions that streamline processes and improve service delivery. The ideal candidate will possess strong analytical skills, a proactive approach to problem-solving, and the ability to communicate effectively across teams. This is an exciting opportunity to make a significant impact on the company's operational success while fostering a culture of continuous improvement. Responsibilities - Conduct thorough analyses of existing processes and workflows to identify inefficiencies. - Gather data and generate insights to support process improvement initiatives. - Develop and implement action plans to streamline processes and enhance service delivery. - Collaborate with cross-functional teams to design, test, and execute process improvements. - Monitor the effectiveness of changes and adjust strategies as needed. - Provide training and support for employees to adopt new processes and tools. - Report on progress and outcomes of improvement initiatives to management.

• The primary responsibility of the Applications Support Analyst (ASA-I) is liaison between the business and technical resources by ensuring the availability of applications for internal and external users. • Fulfill service requests and identify and coordinate incidents through resolution. • Coordinate customer communications. • Receive, assess, route and categorize customer reported issues and requests using DCI's ticketing and issue management tools. • Troubleshoot and resolve customer issues. • Coordinate efforts with appropriate assignees when needed. • Track and manage issues and requests through resolution. • Test and replicate defects reported. Test and confirm resolution. • Communicate issue progress, workarounds, resolution and other follow-up activities with customers. • Provide data and reporting to DCI team members upon request. • Participate in cross functional meetings for open issues; assist in prioritization as it relates to severity and impact of issues. • Identify opportunities for system and process improvements. • Assist in process development and enhancement in accordance with ITIL best practices. • Participate in creation and maintenance of systems and technical documentation. • ALL DCI employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly.

• Lead and manage software development projects from initiation to completion, ensuring they are delivered on time, within scope, and within budget • Collaborate with stakeholders to define project objectives, requirements, and deliverables • Develop detailed project plans, including timelines, milestones, and resource allocation • Coordinate and communicate with cross-functional teams, including developers, designers, and QA, to ensure successful project execution • Monitor project progress, identify potential risks, and implement mitigation strategies • Prepare and deliver regular project status reports to stakeholders • Ensure compliance with industry standards, regulations, and best practices in healthcare software development • Provide leadership and guidance to project team members, fostering a collaborative and productive work environment • Other duties 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

• Serve as an expert technical resource overseeing architectural design and implementation of software and technologies • Act as a hands-on leader of a small team of engineers • Contribute to high quality, testable software solutions used across the DCI Software product line • Serve as a technology leader, and be the final escalation point for production issues • Work with software development, QA, and DevOps teams to produce high quality technology solutions • Mentor less senior engineers as needed • Build modern, architecturally sound components, tools and applications to meet mission-driven strategic business goals • Infuse quality of service characteristics, such as scalability, manageability and maintainability, into distributed frameworks • Employ industry best practices to evaluate, correct and prevent vulnerabilities during the software development process • Encourage a culture of innovation and accountability while adhering to Agile best practices • Research and prototype new or alternative software solutions to improve quality • Assist in process development and enhancement in accordance with ITIL best practices • Support the positive compliant cybersecurity company posture

• Identify, source and engage candidates through creative and innovative sourcing avenues • Collaborate with hiring managers to identify each open position’s sourcing requirements and develop strategies to identify the right talent • Manage and maintain all requisitions and job postings on various job boards and platforms • Review applicant resumes, pre-screen and/or interview candidates to determine qualifications of skills, experience, and knowledge in relation to position requirements • Oversees preparation of interview questions and recruiting guides or processes • Proactively communicate with managers during the recruitment process to provide status updates to all stakeholders through meetings, email/IM updates, and/or reports • Maintain ATS and trackers with real-time updates for candidate sourcing, tracking and documentation throughout the recruiting process • Create and implement recruiting strategies to attract passive candidates • Provide market research to support candidate and geographical cost of labor profiling to guide recruiting in various locations • Collaborate with hiring managers and the HR team during the offer process to extend formal written offers to selected candidates • Promote a positive candidate experience throughout the hiring process • Assist in the onboarding process • Assist in the creation and management of job descriptions for assigned requisitions • Act as point of contact for vendor relationships, job board companies, temp staffing agencies, etc. • Other duties as assigned