Electronic Visit Verification Support

Tempus Unlimited; Stoughton (MA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

2-day orientation in Stoughton

Job summary

Tempus Unlimited is seeking an Electronic Visit Verification (EVV) Support professional to back the EVV program through training, implementation, rollout, and ongoing support. This role emphasizes system management, effective communication, and adherence to Tempus quality and FI contract requirements.

Bilingual preferred with 2-day orientation in Stoughton if hired in Salem, and standard hours Monday–Friday, 8:30am–4:30pm.

Qualifications

• High School acceptable but college preferred.
• Software and/or technical support experience.
• Customer Service experience.
• Microsoft Office proficiency.

Responsibilities

• Provide 2nd level support for new and existing EVV users.
• Develop and maintain expertise related to Tempus EVV solution.
• Coordinate with developers to troubleshoot and fix issues.
• Deliver Zoom/WebEx and in-person support for rollout and training.
• Handle high-volume inbound and outbound customer service calls.
• Respond to emails and communications related to FMS software.

Skills

Customer service

Multi-tasking

Teamwork

Strong communication

Organizational skills

Punctuality

Microsoft Suite

Education

High School or equivalent

College preferred

Tools

Microsoft Excel

Microsoft Office

Zoom/ WebEx

Job description

The Electronic Visit Verification Support position is responsible for supporting Tempus Unlimited Electronic Visit Verification (EVV) program. This involves a broad range of activities through training, implementation, rollout, and ongoing support, requiring system management and communication skills. Assure ongoing compliance with Tempus quality and FI contract requirements.

• Bilingual preferred
• 2-day orientation in Stoughton required if hired in Salem
• Monday - Friday, 8:30am - 4:30pm
• Full time at 35 hours a week

Essential Functions

• Develop and maintain in-depth expertise related to Tempus EVV solution
• Provide 2nd level support for new and existing users of the Tempus EVV program
• Investigate software issues and bugs, and conduct dialogue with developers to ensure continued efficiency of EVV solution
• Engage in activities as directed to support full life cycle of Tempus EVV program This includes but is not limited to:

• Zoom / WebEx and in-person support
• Coordination of users, review of data, multi-directional communication
• Implementation/Roll-out – training, scheduling, support, multi-directional communication
• On-going support – troubleshooting, user support
• Respond to emails and communication FMS software
• Fast paces high volume call center customer service inbound and outbound
• As time allows assist other Tempus unlimited departments
• All other related or assigned duties by Supervisor

• Open communication with Team Leads\Supervisor and team members
• Lease with other departments as necessary
• Coordinate with other functions to streamline workflows/ handoffs
• Support overall mission and objectives of Tempus Unlimited
• Must report all suspected incidents of consumer sexual abuse, physical abuse and neglect to the Disabled Person Protection Commission (D.P.P.C).
• Perform other duties as assigned by Supervisor

Competencies

• Customer service focus

• 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.
• Team work approach, enthusiasm and a strong desire to succeed!
• Experience with Microsoft Suite operating systems
• Experience with Excel spreadsheets
• Strong interpersonal and analytical skills
• Strong written and verbal communication skills
• Excellent organizational skills
• Self- motivated
• Punctuality and dependable
• Professional, friendly personality with the ability to maintain confidentiality
• Maintain and build positive working relationships

Required Education and Experience

• High School acceptable but college preferred
• Software and/or technical support
• Customer Service
• Microsoft Suite

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.

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.