Teams at Wellcove

Supervises policyholder services operations, including policy administration, staff management, escalations, quality control, compliance, reporting, risk management, and process improvement. Oversees policy administrative changes, supports client and policyholder inquiries, monitors operational metrics and SLAs, implements workflow improvements, and ensures adherence to insurance regulations and company policies.

Facilitates enrollment of insureds, provider agencies, caregivers, and facilities into EVV and facility programs. Conducts inbound and outbound calls, explains requirements, collects and verifies documentation, processes account setup, documents interactions, resolves issues, and follows up on incomplete cases. Provides platform training and customer support while maintaining PHI confidentiality, HIPAA compliance, service quality, productivity, and enrollment activation standards.

Analyze and validate EVV and business data, create dashboards and monthly executive reports, identify trends and compliance risks, and recommend corrective actions. The role maintains reporting systems, improves data quality and workflows, collaborates with operations and stakeholders, supports state and federal EVV compliance, and safeguards sensitive information.