• Independently manage and develop assigned customers in line with company and channel strategies • Proactively manage the sales process from initial contact through implementation to analysis • Apply in-depth knowledge of sales mechanisms, including sales arguments, processes and procedures • Successfully implement sales and marketing concepts in close collaboration with customers • Continuously monitor market and competitor activity and derive targeted measures to drive company growth • Develop and execute action plans for managed accounts on schedule • Regularly report on performance at customer and initiative levels and contribute to the team’s overall success • Build and maintain long-term customer relationships through regular engagement at all relevant levels, with a strong focus on revenue, margin and commercial objectives • Prepare forecasts, budgets and customer reports with attention to revenue and costs

• Work with the Transportation Provider (TP) to follow through on service issues, troubleshooting problems and concerns, complaints and education • Utilize data to develop and deliver performance improvement plans (PIP), and when needed, assess liquidated damages or termination • Coordinate and conduct provider performance evaluations • Conduct off boarding for providers not meeting standard expectations • Serve as the first point of contact for all vendor service requests and escalations • Own the day to day vendor interaction and satisfaction • Conduct on site vehicle inspections and provider audits to verify compliance with MTM and HIPAA guidelines, including random safety audits or observations • Deliver timely, accurate and professional operational support to all vendors within a specified geographic area and Service Level Agreements • Demonstrate proactive leadership by working with internal MTM teams and external client teams, when necessary, to ensure complete resolution of TP issues • Demonstrate proficiency by providing effective consultation to TP’s and guidance to internal team members • Manage and maintain credentialing compliance in accordance with MTM client contracts • Recognize opportunities to educate TP’s contacts on MTM processes when necessary • Work with the Transportation Manager to reduce transportation costs • Build and sustain a strong working partnership with assigned transportation providers • Assist with/participate/facilitate regular provider town hall meetings • Handle inbound service requests and ensure that they are properly assigned or addressed • Liaise with other internal departments as required to resolve vendor’s issues and questions • Provide ongoing support to transportation providers regarding claims, payments, eligibility, utilization management or any other questions impacting provider performance • Meet or exceed assigned KPI’s and business objectives • Meet all provider compliance requirements, including but not limited to inspections, audits and credentialing, ensuring non-compliant Vendors are not performing services for MTM • Submit provider configuration changes to data management team and partner with them to ensure vendor is set up properly in the systems

Role Description The purpose of the Customer Support Representative for Electronic Visit Verification (EVV) and Facility Verification Department is to provide seamless support to clients by managing the usage, and compliance of the EVV and Facility systems/platforms. The Customer Support Representative offers retraining, troubleshooting, and ongoing guidance to enhance system efficiency, improve client satisfaction, and ensure the accurate and compliant delivery of Home Care and Facility invoices to LTC insurance carriers. - Serve as a point of contact for clients utilizing Wellcove’s EVV and Facility platforms, addressing inquiries and resolving issues promptly. - Assist claimants, caregivers, home care agencies, and facilities in ongoing inquiries regarding the EVV and Facility platforms. - Provide training and guidance to clients on the use of EVV and Facility platforms, tools, and processes. - Gather required information from clients and accurately record data in Wellcove’s platforms/systems. - Maintain organized documentation for all client interactions, training sessions, and compliance activities. - Provide outstanding customer service via phone and email, displaying professionalism, empathy, a sense of urgency, and a genuine willingness to help. - Independently process caller requests accurately and promptly in Wellcove’s proprietary system and escalate as appropriate. - Comply with customer support objectives and performance standards. - Effective use of process resources to gain knowledge base and ensure the delivery of accurate information and error-free processing of requests. - Other duties as assigned. Qualifications - Excellent computer skills including proficiency with Microsoft office applications. - Accountable and able to work remotely and independently. - Displays a positive ‘can do’/customer-first attitude. - Excellent communication skills and appropriate etiquette, great phone manners, and ability to speak with a wide range of personalities. - Demonstrate a high level of proficiency in the use of the English language in oral and written forms. - Willingness to learn new duties and technology-related skills as required. - Ability to effectively multi-task. - Collaborative team spirit. - Ability to pass background screening and drug test (includes marijuana). - Ability to provide responses from three professional references. - Able to provide a dedicated remote work location free from background noises, interruptions and desk clutter. - Able to provide reliable internet connection and access to a smart phone. Company Description At Wellcove, we strive to create an inclusive culture for all. We understand the importance of listening and incorporating various perspectives at every level of service. Our company does not discriminate based on gender identity, race, sexual orientation, age, religion, or disability.

• Conduct lead generation calls with key customer influencers • Generate new opportunities for Arista's Software-Driven Data Center and Campus switching platforms • Assist with planning and coordination of quarterly field marketing events • Provide Sales operations support for Field Account Managers