Provider Network Helpdesk EVV Specialist (Full-Time Remote, North Carolina Based)

The Provider Network Helpdesk Specialist -EVV provides coverage of the EVV Provider Helpdesk phone and e-mail queues and provides technical assistance to providers, addressing system, including the Electronic Visit Verification (EVV) system, and user issues in a timely and professional manger.   This position works closely with HHAeX’s Customer Support team (Alliance’s EVV Vendor) and works to maintain a positive and collaborative relationship between Alliance and HHAeX.

This position is full-time remote. Selected candidate must reside in North Carolina and be willing to travel to the home office (Morrisville, NC) for onsite team meetings as needed.

 Responsibilities & Duties

Provide Coverage to the EVV Provider Network Helpdesk Phone, Email Inboxes, and Provide Technical Assistance

• EVV queue-
  • Work collaboratively with Alliance’s Provider Network EVV Coordinator to Monitor the EVV Provider Network email inbox
  • Provide timely technical assistance and support related to Provider’s EVV systems set up, daily EVV operations and EVV system barriers
  • Answer and track queries, addressing system and user issues in a timely and professional manner
  • Help Ensure 100% of Alliance EVV providers are in full compliance with EVV Federal Mandate
  • Serve as a liaison between Alliance Health and HHAeX Exchange Support Help Desk and HHAeX Client Success team to ensure provider queries are resolved in a timely fashion
  • Assist with onboarding new EVV providers
• Assist Network Providers-
  • Answer the phone within Department expectations and appropriately assist Providers with EVV related questions and/or triage calls as appropriate
  • Assist providers with Alliance EVV website issues
  • Monitor the  Provider Network EVV email Inbox, trouble shoot with Providers and triage emails to appropriate staff

Manage Records and Reports

• Manage records and reports activities involving implementation of EVV program objectives using existing procedures or devising new methods as necessary
• Identifies trends of requests/communications that come thru the EVV Helpdesk and communicates information to Supervisor and Provider Network EVV Coordinator

Provide Administrative Support

• Writes, edits, or coordinates the preparation of correspondence, reports, or other printed material according to well established standards or readily available sources
• Perform general office tasks 
• Screen and route materials based on content
• Provide proofreading services; and, related activities

Minimum Requirements

Education & Experience

High School diploma or equivalent and three (3) years of office experience; 

or 

Bachelor’s degree in Business or a closely related field

Preferred:

Healthcare experience preferred.

Knowledge, Skills, & Abilities

• Knowledge of office management techniques, including the ability to organize office work flow and coordinate activities.
• Microsoft Office skills, including Word and Excel
• Excellent organizing skills
• Excellent oral communication skills
• Database maintenance
• Ability to do calculation, summarize, compile and tabulate numerical material
• Ability to maintain work standards of programs activities
• Ability to analyze and correct errors
• Ability to work in a fast paced work environment on multiple projects

Salary Range

$47,727 - $60,725/Annually

Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity.

An excellent fringe benefit package accompanies the salary, which includes:  

• Medical, Dental, Vision, Life, Long Term Disability
• Generous retirement savings plan
• Flexible work schedules including hybrid/remote options
• Paid time off including vacation, sick leave, holiday, management leave
• Dress flexibility