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 Environment 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and scanners.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and/or hear. The employee is frequently required to sit; stand; walk; use hands and fingers and also must be able to reach with hands and arms. Must be able to lift up to 15 pounds at times.

Travel Travel may be required for this position.

Work Authorization/Security Clearance

All offers of employment made by Tempus Unlimited are contingent upon satisfactory background check results. Pre-employment background checks will be conducted on all candidates that are offered a position at the agency in compliance with program policy as well as state and federal regulations. From time to time, these checks may be conducted on current employees to ensure compliance with all state and federal regulations and contracts.

EEO Statement

Equal Employment Opportunity is a fundamental principle at Tempus Unlimited, Inc. where employment from recruiting through the end of employment is based upon professional capabilities and qualifications without discrimination because of race, color, religion, sex, age, sexual orientation, veteran status, national origin, disability or any other characteristic as established by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Other Duties

Note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.