Account Coordinator
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Job Description
Customer Support Representative helping Wellcove clients use EVV and Facility platforms. Supporting compliant home care and facility invoice delivery to long-term care insurance carriers.
Responsibilities:
- Serve as a point of contact for clients using Wellcove’s EVV and Facility platforms, addressing inquiries and resolving issues.
- Assist claimants, caregivers, home care agencies, and facilities with inquiries about the EVV and Facility platforms.
- Provide client training and guidance on platforms, tools, and processes.
- Gather required information and accurately record data in Wellcove’s systems.
- Maintain organized documentation of client interactions, training sessions, and compliance activities.
- Provide customer service by phone and email.
- Process caller requests accurately and promptly in Wellcove’s proprietary system and escalate as appropriate.
- Comply with customer support objectives and performance standards.
- Use process resources and knowledge bases to provide accurate information and error-free request processing.
- Perform other duties as assigned.
Requirements:
- Ability to address client inquiries and resolve issues promptly.
- Ability to provide training and guidance on EVV and Facility platforms, tools, and processes.
- Ability to accurately gather information and record data in proprietary systems.
- Ability to maintain organized documentation of interactions, training, and compliance activities.
- Ability to provide professional, empathetic, and urgent customer service by phone and email.
- Ability to process caller requests accurately and promptly and escalate appropriately.
- Ability to use process resources and knowledge bases to deliver accurate information and error-free processing.
- Ability to comply with customer support objectives and performance standards.
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