EVV & Assessment Services - Account Coordinator
Wellcove/CHCS-Services
- Location
- Onsite (PENSACOLA, FL)
- Employment
- Full-time
- Level
- Entry Level
About the Role
Wellcove is a leading provider of senior market solutions, specializing in long-term care and Medicare Supplement insurance administration. The Account Coordinator role supports clients by managing Electronic Visit Verification (EVV) and facility platform compliance, providing training, troubleshooting, and customer support to ensure accurate invoicing and system efficiency.
Skills
Full job details
Who We Are
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.
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.
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:
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Serve as a point of contact for clients utilizing Wellcove’s EVV and Facility platforms, addressing inquiries and resolving issues promptly.
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Assist claimants, caregivers, home care agencies, and facilities in ongoing inquiries regarding the EVV and Facility platforms.
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Provide training and guidance to clients on the use of EVV and Facility platforms, tools, and processes.
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Gather required information from clients accurately record data in Wellcove’s platforms/systems.
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Maintain organized documentation for all client interactions, training sessions, and compliance activities.
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Provide outstanding customer service via phone and email, displaying professionalism, empathy, a sense of urgency, and a genuine willingness to help.
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Independently process caller requests accurately and promptly in Wellcove’s proprietary system and escalate as appropriate.
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Comply with customer support objectives and performance standards.
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Effective use of process resources to gain knowledge base and ensure the delivery of accurate information and error-free processing of requests.
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Other duties as assigned.
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.