Acumen Fiscal Agent

Client Services Representative

• Enroll, educate, and support Acumen clients throughout their lifecycle
• Support employers and employees during enrollment
• Process paperwork and manage electronic communications
• Perform accurate data entry across multiple databases
• Establish and maintain relationships with clients, program contacts, and third-party organizations
• Stay current on program rules, regulations, and implementation requirements
• Explain program rules to internal and external stakeholders
• Liaise between clients and Acumen departments
• Receive, research, and resolve client inquiries within contractual timeframes
• Ensure compliance with state and federal guidelines
• Manage escalated issues involving client families and states
• Develop strategies supporting program growth through marketing, education, and community outreach
• Collaborate with internal departments to address issues
• Manage fluctuating call and email volume
• Provide customer service by phone and electronic communication
• Work occasional weekends, weeknights, and holidays as needed
• Support the company's compliant cybersecurity posture
• Perform other related duties as assigned

Client Services Agent

• Enroll, educate, and support Acumen clients throughout their lifecycle
• Support employers and employees during the enrollment process
• Process paperwork and manage electronic communications
• Perform accurate data entry across multiple databases
• Establish, foster, and grow relationships with clients and program contacts
• Understand and explain program rules, regulations, and implementation needs
• Act as a communication liaison between clients and Acumen departments
• Receive, research, and resolve client inquiries within contractual timeframes
• Ensure compliance with state and federal guidelines
• Manage escalated issues involving client families and states
• Develop strategies to grow existing programs through marketing, education, and community outreach
• Collaborate with internal departments to address issues effectively
• Manage fluctuating call and email volume
• Provide customer service by phone and electronic communication
• Work occasional weekends, weeknights, and holidays as needed
• Support the company’s compliant cybersecurity posture
• Perform other related duties as assigned

Learning and Development

• Own Acumen's knowledge management strategy from definition through governance design, adoption, and ongoing measurement
• Develop and own the enterprise knowledge management strategy and roadmap, including responsible AI opportunities
• Assess current enterprise knowledge, ownership, structure, findability, and currency
• Design and implement the knowledge governance model, including ownership, review cycles, retirement standards, decision rights, and controls
• Establish operating cadences for governance reviews
• Define documentation ownership across Product, operational teams, and Training
• Partner with Product and Technology teams to make documentation part of release readiness
• Coach content owners to author and maintain knowledge to enterprise standards
• Lead adoption of knowledge ownership practices through influence and coaching
• Establish standards for authoring, content quality, metadata, taxonomy, and information architecture
• Scale knowledge standards and processes across programs and states while accounting for variation
• Audit priority knowledge content and hold owners accountable for updates, consolidation, or retirement
• Partner with Product, Operations, Customer Support, Process Improvement, Compliance, Training, and Technology teams to prioritize knowledge needs
• Facilitate working sessions focused on decisions, ownership, and accountability
• Resolve ownership gaps and competing priorities
• Evaluate knowledge management technologies and AI capabilities, recommend adoption strategies, communicate priorities weekly, and escalate risks and dependencies
• Define and report knowledge health and business-value metrics
• Analyze support, training, operational, and knowledge-use data to identify gaps and opportunities
• Provide decision-ready reporting to leadership on knowledge risks, priorities, and investment needs

Senior Knowledge Manager

• Enroll, educate, and support Acumen clients throughout their lifecycle
• Support employers and employees during enrollment
• Process paperwork and manage electronic communication
• Perform accurate data entry in multiple databases
• Establish and maintain relationships with clients, program contacts, and third-party organizations
• Explain program rules, regulations, and implementation requirements to stakeholders
• Act as a liaison between clients and Acumen departments
• Receive, research, and resolve client inquiries within contractual timeframes
• Ensure compliance with state and federal guidelines
• Manage escalated issues involving client families and states
• Develop strategies for program growth through marketing, education, and community outreach
• Collaborate with internal departments to address issues
• Manage fluctuating call and email volume
• Provide customer service through calls and electronic communication
• Support the company’s compliant cybersecurity posture
• Perform other related duties as assigned

Agent

• Support Acumen’s mission of facilitating freedom, choice and opportunity for individuals with disabilities and their families
• Grow Acumen’s presence in the self-directed community within the assigned state
• Support clients throughout their lifecycle with the organization
• Ensure contract compliance and adherence to state and Medicaid specifications
• Serve as subject matter expert for Enrollment, Budgeting, and Agent processes
• Ensure processes are documented for training and continuous improvement
• Monitor program fact sheets and recommend updates when errors are identified
• Process assigned Agent tasks and monitor timely, thorough completion
• Organize and monitor the state-specific Maintenance work queue for team efficiency
• Monitor Agent work quality and efficiency and address improvement areas
• Analyze escalated issues and develop proactive resolution processes
• Identify training needs and submit proposed training plans to the Executive Director
• Ensure accurate data input and develop remediation or Corrective Action Plans as needed
• Ensure thorough and accurate research by the team
• Conduct quality checks on communications, processes, and maintenance
• Communicate process improvements and changes to the team
• Assist with external communications
• Attend operational and company meetings
• Occasionally work outside typical hours during high-volume periods
• Monitor Agent work hours and performance
• Support cybersecurity compliance by following company policies, procedures, standards, and guidelines
• Perform other assigned work-related activities

Client Services Agent

Client Services Agent

Senior Knowledge Manager

Client Services Agent

Agent Supervisor