Enrollment Specialist

Wellcove•PENSACOLA, FL

2d•Remote

About The Position

The Electronic Visit Verification (EVV) and Facility Enrollment Specialist facilitates enrollment of insureds receiving home care and facility services through 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, resolve questions, and ensure enrollment requirements are completed accurately and on time. The specialist provides customer support by phone and email, processes requests in Wellcove’s systems, records claimant and caregiver information, and maintains organized documentation. The role also provides guidance and training on EVV and Facility platforms, coordinates with internal departments and external partners to address enrollment issues, and maintains compliance with program requirements, HIPAA, and applicable regulations. This position works primarily in a remote call-center environment and may require occasional overtime based on program or enrollment deadlines.

Requirements

High school diploma or GED required.
Proficiency with Microsoft Office applications and Nitro, and ability to learn multiple software applications.
Ability to work remotely and independently with accountability.
Positive, customer-first attitude.
Ability to accurately document customer responses while speaking with customers.
Excellent communication skills, appropriate etiquette, strong phone manners, and ability to communicate with a wide range of personalities.
High proficiency in spoken and written English.
Collaborative team spirit.
Ability to explain complex processes clearly and simply.
Knowledge of HIPAA privacy requirements and confidentiality standards.
Ability to meet performance metrics for 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.

Nice To Haves

Bachelor’s degree, or an 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 support resources.
Guide stakeholders through enrollment and ensure required information and documentation are obtained.
Assist providers with enrollment forms, account setup, and system access.
Verify enrollment information for accuracy and completeness.
Document customer interactions, enrollment activities, case notes, training sessions, and compliance activities in appropriate systems.
Follow up to obtain missing information and support timely enrollment completion.
Respond professionally to questions, concerns, and enrollment issues, providing customer service by phone and email.
Coordinate with internal departments and external partners to resolve enrollment-related issues.
Monitor assigned cases and meet established productivity, quality, call-volume, and service-level expectations.
Protect confidential and protected health information and comply with HIPAA and applicable state and federal regulations.
Stay 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 information from claimants and caregivers and accurately record it in Wellcove platforms and systems.
Process caller requests accurately and promptly in Wellcove’s proprietary system and escalate issues as appropriate.
Use process resources to maintain knowledge and deliver accurate information and error-free request processing.
Learn new duties and technology-related skills as required.