Quality Assurance Specialist

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.

OVERVIEW AND ESSENTIAL JOB FUNCTIONS

The Quality Assurance Specialist will assist in monitoring the quality of outgoing communications and process documents as outlined by Acumen's best practices, Medicaid, the state or the contract, and all updates of the mentioned parties. The Quality Assurance Specialist will also conduct a variety of other company-wide administrative support tasks.

• Review CRS conversations across all contact touchpoints to measure teams’ performance and track customer support quality
• Identify and document lapses in CRS’ performance and provide constructive feedback for improvement
• Provide regular analytic reports to leadership
• Interact daily by phone and electronic communication with persons of various levels of educational backgrounds and authority
• Provide excellent customer service to Acumen clients, coworkers and Acumen visitors both on the phone and in-person, and encouraging positive working relationships across the company
• Review and process emails, will escalate when needed
• Process documents to update and maintain customer files and records
• Receive, research, sort, file, retrieve forms, correspondence and documents of confidential and time-sensitive nature
• Work well independently with limited supervision
• Retrieve messages and return calls; escalate issues to the appropriate Supervisor
• Perform other work-related duties as assigned, or change priorities as instructed by Manager or Supervisor
• 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

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent, and some college courses or degree preferred
• Intermediate computer skills (includes but not limited to: How to compose an email, attach documents to an email, manipulate various type of documents such as Word, Excel, Power Point, Adobe Acrobat, etc.)
• The ability to effectively and respectfully respond to internal and external customers
• Excellent organizational skills and attention to detail
• Able to work independently as well as part of a team
• Able to recognize a problem and escalate to the appropriate team member for resolution

Acumen is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If you require reasonable accommodation for any part of the application process or hiring process, please submit your request through one of the following methods listed below:

(a) Dedicated fax 866-268-8885
(b) Dedicated email hrdept@riseservicesinc.org DISABILITY ACCOMMODATION REQUESTS ONLY
(c) US mail - 4554 E Inverness Ave Mesa, AZ 85206- Attn Human Resources
(d) Dedicated phone 1-866-242-2714 Option 1 (Employment Opportunities) DISABILITY ACCOMMODATION REQUESTS ONLY