Electronic Visit Verification Assistant

MPHI is a Michigan-based and nationally engaged, non-profit public health institute. We are a team of teams, process and content experts, dedicated to building A world where tomorrow is healthier than today!

Title: Electronic Visit Verification Assistant

$19.76 - $27.97 / Posted thru: 6/6/2025

Location: 100% Remote - Must work and Live in the State of Michigan.

Purpose: The purpose of this position is to provide support for Electronic Visit Verification and the Home Help Live-in Caregiver solution. The Home Help program provides State Plan personal care services to approximately 60,000 beneficiaries each year. Services are provided by over 31,000 individual providers and over 911 agency providers. Approximately 85% of providers are family members and 50% of them are live-in caregivers. This position will monitor the MDHHS Enterprise portal and work to resolve provider errors that are preventing claims from being submitted for processing or billing errors that are preventing the claim from being submitted for payment.

• Monitor MDHHS Enterprise Portal for provider errors.
• Update client addresses and phone numbers that are causing location errors for EVV.
• Contact providers to provide information and education on errors in the EVV system.
• Complete phone calls to providers needed to resolve discrepancies and update records.
• Communicate with adult services workers and supervisors to address and resolve discrepancies.
• Identify issues and work to resolve them, including identifying which issues should involve supervision or other stakeholders.
• Assist live-in caregivers with verification questions in the HHAX system.
• Verify information in the Enterprise portal using the MIAIMS and CHAMPS systems.
• Document problems and resolutions in the Enterprise portal and/or MIAIMS systems.
• Respond to provider inquiries
• Monitor the Siebel que for provider questions received by Provider Support.
• Research provider concerns by reviewing data in the MIAIMS, EVV, and CHAMPS system.
• Contact providers by phone or email to address questions and concerns.
• Resolve queries in the Siebel que so it is clear what the resolution was for the issue.
• Provide technical support to providers experiencing difficulties with vendor applications.
• Provide reports on status of project.
• Attend all staff meetings to discuss progress on problem resolutions and troubleshooting.
• Attend meetings with stakeholders to discuss project status.
• Collaborate with team members to identify issues and discuss solutions.
• Submit written reports as requested regarding project status and timelines.
• Attend weekly meetings with supervisor to address program progress and troubleshoot areas of concern.
• Provide effective customer service to providers and stakeholders involved in the Medicaid Home Help Program
• Communicate with adult services workers, supervisors and providers as necessary to clarify and resolve issues.
• Communicate with stakeholders as necessary to resolve issues.
• Attend and participate in stakeholder meetings as requested.
• Process information in the Enterprise Portal so that claims can be generated.
• Check information in the EVV system and live-in caregiver module for completeness.
• Processes information in the Provider Portal so that claims can be generated and sent to the CHAMPS payment system.
• Other duties as assigned.
• Assist with program related projects and activities as assigned.
• Always represent the best interests of MPHI and MDHHS.

Education: High School diploma or equivalent is required.

Experience: Experience working in a customer service field, Experience responding to customers (both verbally and written) and Experience with Microsoft Office products is required. Previous experience in working with Electronic Visit Verification preferred.

Important Skills and Characteristics:

• Must have excellent customer service skills.
• Must have the ability to communicate effectively with providers to gather information, formulate a response and effectively communicate the response to the provider in written or verbal communication.
• Must possess de-escalation skills.
• Must have basic Word, Excel, Outlook and Internet experience.
• Must have professional writing skills.
• Must be able to organize and prioritize assignments to ensure deadlines are met.
• Must be able to contribute to meetings.
• Must be able/willing to create and share job aids, job knowledge, organizational aids.
• Must be comfortable in attending virtual meetings with camera on and off.
• Must be able to work independently in a remote setting.
• Must be able to consistently meet deadlines timely.
• Must be comfortable navigating multiple software programs throughout the course of the day to complete work assignments.

Work Environment and Physical Requirements:Job may require moderate physical effort including lifting materials and equipment of less than 50 pounds and involves viewing a CRT or VDT screen most of the time. Standard office environment. Position is primarily remote, but will require infrequent travel to the office, located in Lansing. Remote status is subject to change based upon operational need. Dress should be appropriate for the anticipated virtual meetings or in-office requirements of the day. Must be able to provide a secure remote working environment that is free of distractions. Must arrange for the care of any dependents during work hours. Must supply internet connections with minimum speeds of 25 Mbps download and 5 Mbps upload. All work must be completed within the state of Michigan.

IMPACT ON PROJECTS, SERVICES AND OPERATIONS:This position has a direct impact on the quality of services provided by MPHI to MDHHS.

For purposes of employment standards, this classification is "Non-Exempt" from overtime provisions of the fair Labor Standards Act.

MPHI works with you to promote health for everyone. Together, we will build a world where tomorrow is healthier than today!

MPHI is an EEO employer that participates with e-verify.