Acumen Fiscal Agent

Client Services Representative

• - 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

Client Services Agent

• 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

Manager

• Own the full workers’ compensation claims lifecycle across all jurisdictions: First Notice of Loss (FNOL) through investigation, treatment, litigation, settlement, and closure
• Establish and enforce FNOL standards to ensure timely, complete, and jurisdictionally accurate intake, recognizing FNOL quality as a primary driver of downstream claim cost and defensibility
• Personally manage or closely oversee complex, high-severity, high-dollar, or litigated claims, exercising sound judgment on settlement posture and escalation
• Set and direct overall claims strategy, including determinations of when to litigate, when to negotiate, and when to settle
• Maintain strong financial discipline within Acumen’s workers’ compensation program, including active reserve management, settlement strategy, and claim duration control
• Drive faster, cleaner claim resolution through proactive oversight, early decision-making, and disciplined follow-through
• Identify systemic drivers of cost and risk, including jurisdictional trends, provider behavior, classification issues, and claim-handling practices
• Serve as the primary point of direction and accountability for external partners, including:
• - Third-Party Administrators (TPAs)
• - Insurance carriers
• - Brokers
• - Defense counsel
• - Nurse case management and investigative resources
• Direct, influence, and challenge external partners to ensure alignment with Acumen’s strategy, financial objectives, and performance expectations
• Establish and maintain a strong operating rhythm, including regular reporting to senior leadership on claim inventory, severity trends, reserve adequacy, litigation exposure, and emerging risks
• Translate claims data and experience into actionable insight for Finance and Operations to inform WC pricing, collection rates, and program design
• Build WC processes once and scale them consistently across programs and jurisdictions
• Partner with Legal and Compliance on audits, disputes, participant inquiries, and regulatory engagement, ensuring decisions reflect statutory obligations and FI role boundaries
• Lead and develop internal claims resources or embedded support if and when applicable, setting standards for file quality, documentation, and decision-making
• Uphold high standards of documentation accuracy, compliance, and operational discipline across the WC portfolio

Workers' Compensation Claims Manager

Accountant

• __**PURPOSE:**__
• The Staff Accountant provides organized and detail oriented professional services for full cycle accounting support within the Finance division. This person is responsible to perform the below functions for Acumen, LLC as well as companies that are contracted with Acumen, LLC.
• __**ESSENTIAL JOB FUNCTIONS**__**:**
• - Daily cash reconciliation, cash-flow monitoring, and cash forecasting.
• - G/L postings, cost-center allocations, prepaid expenses, and accrued liabilities support.
• - Communicate with other internal departments reconcile cash differences.
• - Assist with balance sheet reconciliations and transactional review support.
• - Assist with monthly close process and cash reporting.
• - Support and assist with AP, AR, and Tax functions and reconciliation as needed.
• - Correspond with banks and other agencies for issue resolution and responses to inquiries in a professional manner.
• - Assist with coordination and responses to external auditors.
• - Update and maintain policies & procedure documentation.
• - Meet the contractual commitments to client(s) through timely and accurate reporting and issue resolution.
• - Perform other job-related duties as directed by 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 accordingly.

Staff Accountant

Systems Engineer

• Own end‑to‑end UKG configuration across timekeeping, pay rules, accruals, payroll calendars, and retro logic
• Design and maintain calculation rules that correctly interpret worked time, premiums, and policy exceptions
• Serve as final authority on how business requirements are implemented in UKG
• Ensure predictable payroll outcomes through deliberate configuration and testing
• Own payroll close mechanics, cutoff rules, and audit checkpoints
• Partner with Payroll Ops and Tax to prevent defects before they reach production
• Translate HR policies into accrual engines that balance compliance with operational reality
• Own balance logic, caps, resets, carryover, and corrections
• Minimize manual adjustments through system‑first design
• Own functional logic for inbound and outbound integrations (EVV, rates, benefits, GL, tax files)
• Validate mapping, assumptions, and downstream impact of changes
• Ensure failures are visible, explainable, and resolved quickly
• Design UAT scenarios that reflect real‑world payroll risk
• Define pass/fail criteria and approve or reject releases
• Lead change impact analysis and configuration documentation
• Establish and enforce UKG configuration standards and guardrails
• Reduce vendor dependency through internal expertise
• Continuously simplify and harden the platform as programs scale
• Posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act.

Business Systems Analyst

Analyst

• **💼What is the job?**
• __ROLE AND ESSENTIAL FUNCTIONS__The **Business Systems Analyst (BSA) – Zendesk** is the functional owner of **Zendesk platform behavior** across customer-facing and internal service workflows. This role is accountable for translating service strategy and operational requirements into scalable configuration—routing, SLAs, automations, and reporting—while enforcing standards that prevent workflow sprawl and protect data integrity. The Zendesk BSA leads functional design, UAT acceptance, and change governance to improve customer experience, agent productivity, and operational insight.
• **Platform Ownership & Workflow Design**
• - Own Zendesk configuration across ticketing, routing, automations, triggers, SLAs, and channels
• - Design workflows that balance customer experience, agent efficiency, and compliance
• - Serve as final authority on how service requirements are implemented in the platform
• **Case Routing & SLA Integrity**
• - Build and maintain routing logic that ensures the *right work goes to the right team*
• - Own SLA definitions, breach handling, and escalation logic
• - Ensure system behavior aligns with contractual and regulatory expectations
• **Automation & Productivity Enablement**
• - Implement automations that reduce manual handling and agent friction
• - Continuously identify opportunities to eliminate non‑value‑add work
• - Partner with Ops to standardize repeatable service patterns
• **Reporting & Insights**
• - Own Zendesk data model assumptions and reporting logic
• - Ensure metrics accurately reflect operational reality
• - Enable leadership visibility into demand, performance, and bottlenecks
• **UAT, Change Control & Optimization**
• - Lead UAT for new workflows, channels, and features
• - Own release notes, configuration documentation, and impact analysis
• - Prevent configuration sprawl and workflow drift over time
• **AI & Capability Enablement**
• - Support responsible rollout of Zendesk AI features
• - Ensure AI augments—not obscures—service quality and accountability

Business System Analyst – Zendesk

Operations

• Fully functions as a part of the Executive Leadership Team, reporting to the COO
• Creates a customer-centric organization, meeting or exceeding all customer service requirements
• Drives accountability to our Acumen business model standards and expectations, including overseeing measurement and effectiveness across our footprint
• Establishes operational best practices through management of the region teams and collaboration with central operations leaders as subject matter experts
• Ensures that resources are available to meet contractual responsibilities
• Serves an escalation point and key relationship contact for executives of our major payer customers
• Represents the interests of Acumen and the clients served when interacting with funding sources, state agencies, providers, families and professional organizations
• Provides supervision, coaching, feedback, development and discipline (as necessary) to operations
• Provides timely, accurate and complete reports on the operating condition of the company
• Stays current on Medicaid and Veterans Affairs knowledge
• 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

Client Services Agent

Client Services Agent

Workers' Compensation Claims Manager

Staff Accountant

Business Systems Analyst

Business System Analyst – Zendesk

EVP, Field Operations