Acuity International

Customer Support

• Provide administrative support and exceptional customer service to all Acuity team members on a medical exam or drug screening program within the Occupational Health Services business unit.
• Coordinate with examinees and network providers to schedule employment-related examinations.
• Interact daily with other Acuity team members and provider network partners.
• Follow different protocols for each program.
• Adhere to program specific protocols, processes, and policies.
• Utilize supporting software to process examinations from scheduling appointments, tracking progress, and recording final status for billing and delivery to the client.
• Work closely with the medical team, examinees, employers, and contracted facilities to ensure the completion of the examination process.
• Contact examinees and facilities to schedule requested examinations.
• Contact providers regarding missing or incomplete examination results.
• File, scan, and retrieve exam results to include laboratory, medical, and final determinations.
• Consistently provide professional and gracious customer service.
• Process inbound and outbound phone calls, faxes, email, and mail.
• Handle routine customer inquiries and assess call escalation; redirect calls as needed to the appropriate manager.
• Meet or exceed established standards for quality, customer service, productivity, and service level guidelines.
• Handle all medical and drug screen results compliant with HIPAA standard practices.
• Other duties as assigned.
• May participate in interdepartmental project groups or task forces.
• May assist other departments with routine administrative duties.
• Perform duties in a safe manner and follow the corporate safety policy.
• Participate and support safety meetings, training, and goals.
• Encourage co-workers to work safely.
• Identify 'close calls' and/or safety concerns to supervisory personnel.
• Maintain a clean and orderly work area.
• Assist in active implementation of company initiatives to ensure compliance with OSHA VPP, ISO, JCAHO, AAAHC, and other mandated regulations/standards.
• May serve on the OSHA VPP, Safety, and Wellness Committees.

Customer Care Specialist I

Program Manager

• Oversee the design, implementation, and continuous improvement of behavioral health services within the detention environment.
• Ensure all clinical, operational, and administrative functions comply with all applicable federal, state, and local regulations.
• Lead a multidisciplinary team to deliver safe, trauma‑informed, culturally responsive, and evidence‑based behavioral health care.
• Manage delivery of clinical services including assessments, crisis intervention, suicide prevention, treatment planning, and continuity of care.
• Develop and maintain behavioral health policies, procedures, and workflows that support safe operations and facility ramp‑up phases.
• Supervise behavioral health clinicians, case managers, and support staff; provide clinical oversight and performance evaluations.
• Monitor key performance indicators (KPIs) and prepare required reports for internal leadership and stakeholders.
• Develop and oversee therapeutic programming that is trauma‑informed, culturally responsive, and aligned with detainee needs.

Customer Care Specialist I

Behavioral Health Program Manager