EVV & Assessment Services - Account Coordinator

<div style="box-sizing: border-box; color: #282829; font-family: Manjari, sans-serif; font-size: 18px; white-space: normal; background-color: #ffffff;" data-node="si3k9417hg5n"> <div style="box-sizing: border-box; margin: 20px;"> <h2 style="box-sizing: border-box; font-family: Manjari, sans-serif; line-height: 1.3; color: #1fb7b2; font-size: 32px; margin: 0px; padding: 0px;"><span style="box-sizing: border-box; color: #002e3f; font-size: 12pt;">Who We Are</span></h2> <h2 style="box-sizing: border-box; font-family: Manjari, sans-serif; line-height: 1.3; color: #1fb7b2; font-size: 32px; margin: 0px; padding: 0px;"><span style="font-size: 12pt;">Wellcove has been recognized as the nation’s leading full-service senior market solutions provider for over 25 years. Our solutions span the insurance senior market sector, focusing on long-term care and Medicare Supplement plans. However, we don’t stop there. Wellcove also addresses challenges faced in accident & health, disability, and supplemental health insurance programs.</span></h2> </div> </div> <div style="box-sizing: border-box; color: #282829; font-family: Manjari, sans-serif; font-size: 18px; white-space: normal; background-color: #ffffff;" data-node="phucilmzkdf7"> <div style="box-sizing: border-box; margin: 20px;"> <div style="box-sizing: border-box; color: #ffffff;"> <p style="box-sizing: border-box; margin: 0px 0px 10px; color: #ffffff;">Our team provides individuals and their families with peace of mind knowing their insurance needs will be met in a thoughtful, efficient manner. We are able to do this because of our dedicated associates, innovative solutions, and state-of-the-art technology.</p> </div> </div> </div><p style="background: white; margin: 0in 0in 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><strong><span style="color: black;">Job Purpose</span></strong></p> <p style="background: white; margin: 0in 0in 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><span style="color: black;">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.</span></p> <p style="margin: 0in 0in 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><strong>Duties/Responsibilities:</strong></p> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Serve as a point of contact for clients utilizing Wellcove’s EVV and Facility platforms, addressing inquiries and resolving issues promptly.</li> <li style="margin: 0in 0in 0in 0px; line-height: normal; font-size: 11pt; font-family: Calibri, sans-serif;">Assist claimants, caregivers, home care agencies, and facilities in ongoing inquiries regarding the EVV and Facility platforms.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Provide training and guidance to clients on the use of EVV and Facility platforms, tools, and processes.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Gather required information from clients accurately record data in Wellcove’s platforms/systems.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Maintain organized documentation for all client interactions, training sessions, and compliance activities.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Provide outstanding customer service via phone and email, displaying professionalism, empathy, a sense of urgency, and a genuine willingness to help.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Independently process caller requests accurately and promptly in Wellcove’s proprietary system and escalate as appropriate.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Comply with customer support objectives and performance standards.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Effective use of process resources to gain knowledge base and ensure the delivery of accurate information and error-free processing of requests.</li> <li style="margin: 0in 0in 8pt 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Other duties as assigned.</li> </ul> <p style="margin: 0in 0in 8pt; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;"><strong>Required Skills/Abilities:</strong></p> <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Excellent computer skills including proficiency with Microsoft office applications.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Accountable and able to work remotely and independently.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Displays a positive ‘can do’/customer-first attitude.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">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.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Willingness to learn new duties and technology-related skills as required.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Ability to effectively multi-task.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Collaborative team spirit.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Ability to pass background screening and drug test (includes marijuana).</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Ability to provide responses from three professional references.</li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Able to provide a dedicated remote work location free from background noises, interruptions and desk clutter.</li> <li style="margin: 0in 0in 8pt 0px; line-height: 107%; font-size: 11pt; font-family: Calibri, sans-serif;">Able to provide reliable internet connection and access to a smart phone.</li> </ul><p><span style="color: #282829; font-family: Manjari, sans-serif; font-size: 18px; text-align: center; white-space: normal; background-color: #ffffff; float: none; display: inline;">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.</span></p>