Electronic Visit Verification Support

Tempus Unlimited•Stoughton, MA

7d•Onsite

About The Position

The Electronic Visit Verification Support position supports Tempus Unlimited’s Electronic Visit Verification (EVV) program through training, implementation, rollout, and ongoing support. The role requires system management and communication skills and helps ensure ongoing compliance with Tempus quality and FI contract requirements. The position is full time at 35 hours per week, Monday through Friday, 8:30 a.m. to 4:30 p.m. A two-day orientation in Stoughton is required if hired in Salem. Travel may be required. Bilingual ability is preferred. This role provides second-level support to new and existing EVV users, investigates software issues and bugs, and communicates with developers to support the efficiency of the EVV solution. Support activities include remote and in-person assistance, user coordination, data review, implementation and rollout training, scheduling, troubleshooting, and ongoing user support. The position also handles communications related to FMS software and fast-paced, high-volume inbound and outbound call-center customer service. The employee may assist other Tempus Unlimited departments as time allows and perform other related duties assigned by a supervisor. The role operates in a professional office environment and routinely uses computers, phones, photocopiers, and scanners. Employees must report suspected consumer sexual abuse, physical abuse, and neglect to the Disabled Person Protection Commission (D.P.P.C.). Duties and responsibilities may change at any time with or without notice.

Requirements

High school education is acceptable; college education is preferred.
Experience in software and/or technical support.
Customer service experience.
Experience with Microsoft Suite operating systems.
Experience with Excel spreadsheets.
Strong interpersonal and analytical skills.
Strong written and verbal communication skills.
Excellent organizational skills.
Ability to learn quickly and readily adapt to change.
Ability to work independently while functioning effectively as a team player.
Ability to multitask and meet deadlines.
Teamwork approach, enthusiasm, and a strong desire to succeed.
Self-motivated, punctual, and dependable.
Professional and friendly personality, with the ability to maintain confidentiality.
Ability to maintain and build positive working relationships.
Ability to talk and/or hear regularly; sit, stand, walk, use hands and fingers, and reach with hands and arms frequently; and lift up to 15 pounds at times.

Nice To Haves

Bilingual ability.
College education.

Responsibilities

Develop and maintain in-depth expertise related to the Tempus EVV solution.
Provide second-level support for new and existing users of the Tempus EVV program.
Investigate software issues and bugs and communicate with developers to help ensure the continued efficiency of the EVV solution.
Support the full life cycle of the Tempus EVV program, including training, implementation, rollout, and ongoing support.
Provide support through Zoom, WebEx, and in-person interactions.
Coordinate users, review data, and facilitate multidirectional communication.
Support implementation and rollout through training, scheduling, user support, and communication.
Provide ongoing troubleshooting and user support.
Respond to emails and communications related to FMS software.
Provide high-volume inbound and outbound call-center customer service.
Assist other Tempus Unlimited departments as time allows.
Maintain open communication with team leads, supervisors, and team members.
Liaise with other departments as necessary and coordinate with other functions to streamline workflows and handoffs.
Support Tempus Unlimited’s overall mission and objectives.
Report suspected incidents of consumer sexual abuse, physical abuse, and neglect to the Disabled Person Protection Commission (D.P.P.C.).
Perform other related or assigned duties as directed by a supervisor.