Medicaid EVV and Claims Specialist

AxisCare • Waco, TX

23h • Remote

About The Position

The Medicaid EVV & Claims Support Specialist at AxisCare plays a vital role in guiding and empowering homecare agencies through the complexities of Electronic Visit Verification (EVV) compliance and Medicaid claim processing. This role requires a deep understanding of the AxisCare user interface, Medicaid billing workflows, and the specific requirements of various state EVV systems and aggregators. This role demands strong analytical thinking, high attention to detail, and excellent communication skills. Specialists in this role deliver high-level support by resolving advanced technical and operational issues, onboarding enterprise-level agencies with complex Medicaid and EVV needs managing complex ticket workflows and acting as a subject matter expert and escalation point for EVV and claims-related concerns. In addition to client-facing support via phone, video calls and email, the role includes drafting and managing Engineering Support Desk (ESD) tickets, creating internal and client-facing documentation, delivering training, and identifying trends that inform product improvements and support strategies. The ideal candidate thrives in a fast-paced, collaborative environment and is passionate about helping agencies remain compliant.

Requirements

• Bachelor's degree in a relevant field or equivalent work experience preferred
• 2+ years or prior experience in homecare operations, Medicaid billing, or healthcare software support, with specific experience handling EVV and claims required
• Deep understanding of Medicaid billing workflows, EVV requirements, and state-specific variations.
• Strong problem-solving skills with the ability to analyze complex workflows and data sets.
• Excellent written and verbal communication skills, especially when documenting processes or explaining technical issues to non-technical users.
• Experience with ticketing systems, CRM platforms, and knowledge base tools.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Ability to work collaboratively in a team and independently when necessary.

Responsibilities

• Analyze and resolve issues related to Medicaid EVV submissions, 837 claims, payer rejections, token mismatches, and other state or aggregator-related requirements.
• Build and troubleshoot Electronic Service Documentation (ESD) forms with a high degree of proficiency. Must be confident navigating the configuration tools and understanding the downstream impact of changes.
• Serve as a go-to resource for complex or unresolved EVV and claims issues. Act as a liaison between frontline support and internal teams or state aggregators when higher-level problem-solving is required.
• Use your knowledge of state-specific EVV programs (such as Sandata, Tellus, HHAeXchange, LaSRS, and others) to guide customers through troubleshooting and resolution.
• Actively monitor the Zendesk support queue and respond to client inquiries via phone and email, ensuring accurate, timely, and professional resolution of issues.
• Maintain thorough documentation in Zendesk, follow up on open tickets, and ensure clear client communication throughout the process.
• Escalate bugs or recurring issues to internal Product or Engineering teams and contribute to collaborative troubleshooting.
• Help build and maintain knowledge base articles, training videos, and live trainings related to Medicaid workflows and EVV configurations.
• Monitor updates from state Medicaid programs and stay current with evolving EVV/claims requirements and industry best practices.
• Arrive on time, follow through on commitments, and communicate proactively with clients and teammates.
• Proven ability to support onboarding for enterprise-level homecare agencies with complex Medicaid billing and EVV requirements using the AxisCare platform.
• Proven ability to support and troubleshoot during the onboarding of enterprise-level homecare agencies, particularly around complex Medicaid billing and EVV configurations.

Benefits

• Competitive salary and comprehensive benefits package.
• Medical insurance premiums are covered in full for the employee (Medical, Dental and Vision).
• 401K with competitive company matching.
• Personal time off, sick leave, and holidays.
• Company will provide laptop and other needed computer equipment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree