EVV & Assessment Services - Customer Support Rep

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.

Required Skills/Abilities:

• Excellent computer skills including proficiency with Microsoft office applications.
• Accountable and able to work remotely and independently.
• Displays a positive ‘can do’/customer-first attitude.
• Excellent communication skills and appropriate etiquette, great phone manners, and ability to speak with a wide range of personalities. Demonstrate a high level of proficiency in the use of the English language in oral and written forms.
• Willingness to learn new duties and technology-related skills as required.
• Ability to effectively multi-task.
• Collaborative team spirit.
• Ability to pass background screening and drug test (includes marijuana).
• Ability to provide responses from three professional references.
• Able to provide a dedicated remote work location free from background noises, interruptions and desk clutter.
• Able to provide reliable internet connection and access to a smart phone.

Education and Experience:

• Bachelor’s Degree, or equivalent combination of education, training, and experience preferred.
• High School or GED required

Physical Requirements:

• Sedentary work. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards.

At Wellcove, we strive to create an inclusive culture for all. We understand the importance of listening and incorporating various perspectives at every level of service. Our company does not discriminate based on gender identity, race, sexual orientation, age, religion, or disability.