Electronic Visit Verification Department Support Staff

Summary/Objective: An Electronic Visit Verification (EVV) Associate plays a key role in ensuring that home health care services are properly tracked, verified, and documented according to government regulations.

EVV is a system used to verify that services billed for home healthcare actually occurred.

Responsible for providing technical support for our Tempus Unlimited EVV system.

This involves a broad range of activities requiring system management and communication skills.

Working with a high-volume contact center of inbound and outbound calls.

Assure ongoing compliance with Tempus quality and FI contract requirements.

Essential Functions


* Provide customer service support for EVV-related questions and technical issues.


* Support the onboarding, guidance/training of users on how to use the EVV system (mobile app, portal)


* Investigate issues and bugs and escalate unresolved or complex issues to our EVV developers (HHA) to ensure continued efficiency of EVV system. 


* Engage in activities as directed to support full life cycle of Tempus EVV system.

This includes but not limited to: 
+ Fast pace high volume call center customer service inbound and outbound. 
+ Zoom support with video/recorded.

(camera on, face visible) 
+ Talkative chat.

o Provide technical support for in-person trainings (traveling). 
+ Respond to/ create emails and document all communications.
+ Open communication with management and team members. 
+ Support overall mission and objectives of Tempus unlimited.
+ Liaison to other departments within the organization.
+ Streamline workflows/handoffs Must report all suspected incidents of consumer sexual, physical abuse and neglect to the Disabled Person Protection Commission (D.P.P.C).
+ All other related or assigned duties by Supervisor. 

Competencies 


* Customer service focus. 


* Knowledge of HIPAA and patient privacy practices is a plus. 


* Strong attention to detail and problem-solving skills. 


* Ability to learn quickly and readily adapt to change 


* Ability to work independently while functioning effectively as a team player 


* Ability to multi-task and complete deadlines. 


* Teamwork approach, enthusiasm and a strong desire to succeed! 


* Experience with Microsoft Office (Excel, Outlook, Word). 


* Strong interpersonal and analytical skills 


* Strong written and verbal communication skills 


* Excellent organizational skills 


* Self- motivated 


* Punctual and dependable 


* Maintain and build positive working relationships 

Required Education and Experience 


* High School acceptable but college preferred 


* Software and/or technical support 


* Call Center and Customer Service experience highly preferred. 


* Experience with mobile devices (Android, iPhone) 


* Bilingual a plus. 

Work Environmen...