Acumen Fiscal Agent

Claims Specialist

• 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
• Personally manage or closely oversee complex, high-severity, high-dollar, or litigated claims
• Set and direct overall claims strategy
• Maintain strong financial discipline within Acumen’s workers’ compensation program
• Drive faster, cleaner claim resolution through proactive oversight
• Identify systemic drivers of cost and risk
• Serve as the primary point of direction and accountability for external partners
• Establish and maintain a strong operating rhythm

Senior Workers' Compensation Claims Analyst

Client Services Representative

• Support clients (employers and employees) during their enrollment process
• Process related paperwork and manage electronic communication
• Accurate data entry using several databases simultaneously while meeting deadlines
• Establish, foster and grow relationships with clients and program contacts including third party organizations
• Understand and stay up to date on program rules, regulations and implementation needs while being able to effectively communicate and explain said rules to external and internal stakeholders
• Act as a communication liaison between the clients and across all Acumen’s departments, which includes communicating any opportunities and/or issues that may directly impact the client or Acumen
• Accurate day-to-day support to clients which includes receiving, researching and resolving all client inquiries within contractual specific timeframes
• Ensure compliance with all state and federal guidelines including the management of all escalated issues with client families and states within contractual specific timeframes
• Develop strategies to support the growth of existing programs through marketing, education and community outreach to potential recipients and social services organizations
• Work collaboratively with other internal departments in order to ensure all issues are addressed effectively in a verbal and written fashion
• Manage a fluctuating volume of calls and emails
• Provide effective and efficient customer service via calls and/or electronic communication to clients and internal departments

Client Services Agent

• 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.
• Support clients (employers and employees) during their enrollment process.
• Process related paperwork and manage electronic communication.
• Accurate data entry using several databases simultaneously while meeting deadlines.
• Establish, foster and grow relationships with clients and program contacts including third party organizations.
• Understand and stay up to date on program rules, regulations and implementation needs while being able to effectively communicate and explain said rules to external and internal stakeholders.
• Act as a communication liaison between the clients and across all Acumen’s departments, which includes communicating any opportunities and/or issues that may directly impact the client or Acumen.
• Accurate day-to-day support to clients which includes receiving, researching and resolving all client inquiries within contractual specific timeframes.
• Ensure compliance with all state and federal guidelines including the management of all escalated issues with client families and states within contractual specific timeframes.
• Develop strategies to support the growth of existing programs through marketing, education and community outreach to potential recipients and social services organizations.
• Work collaboratively with other internal departments in order to ensure all issues are addressed effectively in a verbal and written fashion.
• Manage a fluctuating volume of calls and emails.
• Provide effective and efficient customer service via calls and/or electronic communication to clients and internal departments.
• Working hours as established by the hiring manager, while remaining flexible to work occasional weekends, weeknights and/or holidays to meet the needs of the clients we serve.
• Perform other work related duties as assigned.

Agent

• Agents at Acumen embody the organization’s mission of facilitating freedom, choice and opportunity for individuals with disabilities and their families.
• Agents are responsible for growing Acumen’s presence in the self-directed community within their state, supporting clients through their lifecycle with the organization, and ensuring contract compliance.
• The Agent Supervisor will also act in a leadership and supervisory role, serving as a subject matter expert for all other Agents of their respective state team, providing training when needed and identifying and implementing process improvements for increased efficiency of day to day operations.
• Monitors the accuracy of existing program fact sheets and recommends updates when errors are identified.
• Processes assigned Agent tasks and monitors timely and thorough completion of tasks assigned to Agents.
• Organizes and monitors the state-specific Maintenance work queue area for maximum team efficiency.
• Monitors quality and efficiency of individual Agent work and addresses areas of quality improvement and inefficiency with Agents as needed.
• Analyzes escalated issues and assists the team in developing proactive processes for efficient and effective resolution of future occurrences.
• Identifies areas where individual or team training is needed and conveys this information as well as a proposed training plan to Executive Director.
• Ensures team’s accurate input of all relevant data and works to develop remediation and/or Corrective Action Plans as needed.
• Conducts quality checks on outbound and inbound communication, processes and maintenance and addresses issues as required.

Agent Supervisor

• Agents at Acumen embody the organization’s mission of facilitating freedom, choice and opportunity for individuals with disabilities and their families.
• Agents are responsible for growing Acumen’s presence in the self-directed community within their state.
• Supporting clients through their lifecycle with the organization.
• Ensuring contract compliance.
• The Agent Supervisor will also act in a leadership and supervisory role, serving as a subject matter expert for all other Agents of their respective state team.
• Providing training when needed and identifying and implementing process improvements for increased efficiency of day to day operations.

Project Manager

• Own high-impact projects from definition and planning through execution, implementation, stabilization, and transition to ongoing operations.
• Lead End-to-End Project Delivery
• Develop and manage project plans, timelines, milestones, dependencies, and critical paths
• Clarify project objectives, scope, success criteria, roles, responsibilities, and governance
• Coordinate execution across business, technical, operational, and vendor workstreams
• Hold project teams and workstream owners accountable for commitments and outcomes
• Manage scope, risks, issues, decisions, resources, and change control
• Identify barriers early, drive resolution, and lead through go-live and operational handoff
• Lead Enterprise Technology Implementations
• Coordinate business and technical delivery for enterprise systems and technology-enabled transformation
• Manage vendors and implementation partners across requirements, configuration, integrations, data migration, testing, and deployment
• Ensure technology delivery aligns with business processes and operational needs

Senior Workers' Compensation Claims Analyst

Client Services Agent

Client Services Agent

Agent Supervisor

Agent Supervisor

Senior Project Manager, PMO