EVV & Assessment Services - Customer Support Rep

<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="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">Customer Support Representative</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">Job Purpose</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">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.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">Duties/Responsibilities:</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Serve as a point of contact for clients utilizing Wellcove’s EVV and Facility platforms, addressing inquiries and resolving issues promptly.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Assist claimants, caregivers, home care agencies, and facilities in ongoing inquiries regarding the EVV and Facility platforms.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Provide training and guidance to clients on the use of EVV and Facility platforms, tools, and processes.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Gather required information from clients accurately record data in Wellcove’s platforms/systems.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Maintain organized documentation for all client interactions, training sessions, and compliance activities.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Provide outstanding customer service via phone and email, displaying professionalism, empathy, a sense of urgency, and a genuine willingness to help.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Independently process caller requests accurately and promptly in Wellcove’s proprietary system and escalate as appropriate.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Comply with customer support objectives and performance standards.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Effective use of process resources to gain knowledge base and ensure the delivery of accurate information and error-free processing of requests.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Other duties as assigned.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">Required Skills/Abilities:</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Excellent computer skills including proficiency with Microsoft office applications.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Accountable and able to work remotely and independently.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Displays a positive ‘can do’/customer-first attitude.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· 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.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Willingness to learn new duties and technology-related skills as required.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Ability to effectively multi-task.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Collaborative team spirit.</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Ability to pass background screening and drug test (includes marijuana).</p> <p style="color: #000000; font-family: 'Times New Roman'; font-size: medium; white-space: normal;">· Ability to provide responses from three professional references.</p><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>