Genworth logo
Genworth

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism. Our four values guide our strategy, our decisions, and our interactions: Make it human. Make it about others. Make it happen. Make it better.

CareScout Connection Representative

Business Development RepBusiness Development RepFull TimeRemoteMid LevelTeam 201-500

Location

United States

Posted

24 days ago

Salary

$43.2K - $66.4K / year

Seniority

Mid Level

No structured requirement data.

Job Description

CareScout Connection Representative

Genworth

Role Description Are you interested in a career helping people? Do you enjoy working in an environment where you’re able to manage multiple tasks and having your days fly by? What if you could have all that AND help people access high quality, affordable long-term care solutions? CareScout’s mission is to help families navigate long term care. As an expert in the CareScout Quality Network, the CareScout Connection Representative plays a crucial role in facilitating connections between care seekers and the providers that best meet their care needs. - Provide support to customers and their families through each stage of their care journey via person-centric, compassionate conversations. - Identify appropriate care service providers and engage with the Provider Network on pricing, availability, and services. - Engage with customers to ignite interest in CareScout service offerings through inbound calls and outbound call campaigns. - Handle inbound and outbound calls, using scripts when necessary. - Determine how best to handle each call through fact finding, active listening, and critical thinking skills. - Review, process, and route transactions including web forms, emails, mailings, and chat. - Document all calls and transaction work clearly and concisely, handling any follow-up work. - Participate in engagement exercises through outbound calls to share exciting product features of CareScout services. - Match customer’s care needs with appropriate care options based on provider capability, availability, and rates. - Negotiate preferred pricing with long term care providers as needed. - Prepare, quality review, and send information on care services, providers, and educational material. - Prevent escalations by tackling issues quickly through proactive conflict resolution. - Support pilots and implementation of new product and service offerings, including research. - Understand and strive to meet or exceed call center metrics while providing excellent, consistent customer service. - Other duties as assigned by the manager that support CareScout business needs, changes, and new initiatives. Qualifications - 1-3 years call center experience, including ability to work on multiple monitors. - Experience in Long Term Care, geriatric care, home health, and/or sensitivity to the needs of seniors. - Outstanding conversationalist who is proactive, persuasive, persistent, respectful, assertive, and able to multitask. - Exceptional customer service, active listening, and verbal, written communication skills, professional voice presentation. - Ability to set priorities and manage time effectively, meeting individual/team qualitative and quantitative targets. - High integrity with a passion for learning about the long-term care industry. - Reliable with the ability to work productively as a team and independently. - Excellent organizational and time management skills. - Proficient with computer applications such as MS Office, email, and other office procedures. - Ability to think critically and solve problems quickly, adaptable to new experiences and consistent change. Benefits - Competitive Compensation & Total Rewards Incentives. - Comprehensive Healthcare Coverage. - Multiple 401(k) Savings Plan Options. - Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!). - Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off, and Paid Family Leave. - Disability, Life, and Long Term Care Insurance. - Tuition Reimbursement, Student Loan Repayment, and Training & Certification Support. - Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management). - Caregiver and Mental Health Support Services. Additional The base salary pay range for this role starts at a minimum rate of $43,200 up to the maximum of $66,400. In addition to your base salary, you will also be eligible to participate in an incentive plan based on performance, with a target earning opportunity of 5% of your base compensation. The final determination on base pay will be based on multiple factors at the time of this job posting including geographic location, experience, and qualifications to ensure pay equity within the organization. This role is not eligible for employment visa sponsorship.

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