Timekeeping Representative

Job Summary

The Timekeeping Representative is responsible for monitoring and resolving daily timekeeping discrepancies within the HHAeXchange (HHAeX) system. This role ensures accurate caregiver clock-ins and clock-outs, compliance, and prompt issue resolution to facilitate seamless payroll processing. The Representative serves as the primary contact for caregivers, resolving "Missing Clock" calls and HHAeX dashboard alerts during business hours using a "First Call Resolution" approach.

Responsibilities

• Actively monitor the HHAeX Daily Split Dashboard to identify and resolve timekeeping exceptions.
• Answer incoming phone calls from 9:00 am to 5:00 pm to address missing clock-ins/outs and HHAeX technical issues.
• Review and correct HHAeX discrepancies in real-time during calls to achieve First Call Resolution.
• Categorize and resolve specific HHAeX dashboard issues related to scheduling and GPS confirmation problems.
• Maintain constant availability during business hours to support caregivers and office staff with HHAeX functionality.
• Ensure all manual edits and corrections in HHAeX comply with local, state, and federal EVV laws and company policies.
• Maintain accurate notes within HHAeX regarding manual adjustments or overrides.
  
  

Qualifications

• Advanced multitasking skills to handle a high volume of calls and navigate the HHAeX dashboard simultaneously.
• Proficiency in using the HHAeXchange platform, specifically the Dashboard and Prebilling modules.
• Technical proficiency in navigating complex EMR systems and internet resources.
• Excellent customer service and telephone etiquette to assist during high-call volumes.
• Analytical thinking skills to identify and resolve GPS or scheduling errors effectively.
  
  

Education And Experience

• High School Diploma or equivalent.
• 1 year of Customer Service experience.
• Preferred experience monitoring dashboards in HHAeXchange (HHAeX) or a similar home care EVV platform.
  
  

Physical Demands

• Regularly sit for extended periods; use hands for typing and handling computer equipment.
• Constantly talk and hear via telephone headset to assist caregivers.
• Close vision required for monitoring the HHAeX dashboard and reading digital records.
• Occasional lifting or moving of up to 10 pounds (e.g., office files or supplies).
  
  

Work Environment

• Professional business office environment.
• Must maintain high availability during designated business hours (9:00 am to 5:00 pm) for phone coverage.
• Moderate noise level with frequent telephone conversations and a fast-paced office atmosphere.