EVV & Assessment Services - Account Coordinator

Customer Support Representative 

Job Purpose 

The purpose of the Customer Support Representative for Electronic Visit Verification (EVV) and Facility Verification Department is to provide seamless support to clients by managing the usage, and compliance of the EVV and Facility systems/platforms. The Customer Support Representative offers retraining, troubleshooting, and ongoing guidance to enhance system efficiency, improve client satisfaction, and ensure the accurate and compliant delivery of Home Care and Facility invoices to LTC insurance carriers. 

Duties/Responsibilities: 

• Serve as a point of contact for clients utilizing Wellcove’s EVV and Facility platforms, addressing inquiries and resolving issues promptly. 

• Assist claimants, caregivers, home care agencies, and facilities in ongoing inquiries regarding the EVV and Facility platforms.  

• Provide training and guidance to clients on the use of EVV and Facility platforms, tools, and processes. 

• Gather required information from clients accurately record data in Wellcove’s platforms/systems.  

• Maintain organized documentation for all client interactions, training sessions, and compliance activities. 

• Provide outstanding customer service via phone and email, displaying professionalism, empathy, a sense of urgency, and a genuine willingness to help. 

• Independently process caller requests accurately and promptly in Wellcove’s proprietary system and escalate as appropriate. 

• Comply with customer support objectives and performance standards. 

• Effective use of process resources to gain knowledge base and ensure the delivery of accurate information and error-free processing of requests. 

• Other duties as assigned.