Enrollment Specialist

Wellcove/CHCS-Services•Pensacola, FL

3d•Remote

About The Position

The Electronic Visit Verification (EVV) and Facility Enrollment Specialist facilitates enrollment of insureds receiving home care and facility services from provider agencies, independent caregivers, and facilities into the EVV and/or Facility program. The role primarily involves inbound and outbound telephone outreach to educate stakeholders, guide them through enrollment, answer questions, and ensure all requirements are completed accurately and on time. The specialist manages multiple cases while maintaining compliance with applicable program, state, and federal requirements. The position also provides customer support and training, documents enrollment activities, coordinates issue resolution, and processes requests using Wellcove’s systems.

Requirements

High school diploma or GED.
Proficiency with Microsoft Office applications and Nitro, and ability to learn multiple software applications.
Ability to work remotely and independently and remain accountable.
Positive, customer-first attitude.
Ability to document customer responses accurately while speaking with customers.
Excellent oral and written communication skills, professional etiquette, and phone manners; ability to communicate with people with a wide range of personalities.
Ability to explain complex processes clearly and simply.
Knowledge of HIPAA privacy requirements and confidentiality standards.
Ability to meet performance metrics related to call volume, quality, and enrollment activation.
Dedicated remote work location free from background noise, interruptions, and desk clutter.
Reliable internet connection and access to a smartphone.
Ability to perform sedentary work and repetitive movements involving the wrists, hands, and/or fingers.

Nice To Haves

Bachelor’s degree, or equivalent combination of education, training, and experience.

Responsibilities

Conduct high-volume inbound and outbound calls with insureds, provider agencies, caregivers, and independent providers regarding EVV enrollment.
Explain EVV program requirements, enrollment procedures, deadlines, and available support resources.
Guide stakeholders through enrollment and obtain required information and documentation.
Assist providers with completing enrollment forms, setting up accounts, and accessing systems.
Verify enrollment information for accuracy and completeness.
Document customer interactions, enrollment activities, training sessions, compliance activities, and case notes in appropriate systems.
Follow up to obtain missing information and support timely enrollment completion.
Respond to questions, concerns, and enrollment issues professionally and provide customer service via phone and email.
Coordinate with internal departments and external partners to resolve enrollment-related issues.
Monitor assigned cases and meet productivity, quality, service-level, call-volume, and enrollment-activation expectations.
Protect confidential information, including PHI, and comply with HIPAA and applicable state and federal regulations.
Keep current on EVV program requirements, policies, and system updates.
Build and maintain client relationships to support satisfaction and compliance.
Train and guide clients on EVV and Facility platforms, tools, and processes.
Gather claimant and caregiver information and accurately enter data into Wellcove platforms and systems.
Process caller requests accurately and promptly in Wellcove’s proprietary system, escalating when appropriate.
Use process resources to deliver accurate information and error-free request processing.
Learn new duties and technology-related skills as required.