Associate Care & Wellness Program Enrollment Specialist
About The Position
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. We care about the people that make up our customers, colleagues, and communities. Make it about others. We do what's best for our customers and collaborate to drive progress. Make it happen. We work with intention toward a common purpose and forge ways forward together. Make it better. We create fulfilling purpose-driven careers by learning from the world and each other. The Associate Care & Wellness Program Enrollment Specialist will be part of a team that delivers a long-term care insurance program designed to help policyholders live healthier longer and provide education to those who support them. You will be responsible for providing person-centered, strengths & evidence-based, short-term care management services to long-term care insurance policyholders who are interested in aging at place at home. These policyholders may have had recent functional or cognitive changes. This role specifically influences policyholders and caregivers to participate in the program and performs high level telephonic assessments to determine their key risks to aging in place.
Requirements
- Passion working with older adults and their family members.
- 2-5 years of professional experience with older adults and their families (home care, home health, hospice, hospital, nursing home, area agency on aging, or community placements).
- College degree or certification/license in a field related to care management (child and family studies, counseling, gerontology, human services, public health, sociology, marriage and family therapy, recreational therapy, respiratory therapy, mental health, nursing, occupational therapy, physical therapy, speech and language therapy, psychology, rehabilitation or social work) or equivalent work experience.
- Experience with recruiting, selling, or program enrollment geared towards seniors.
- Experience with performing assessments for older adults and caregivers.
- Superior written and verbal communication and customer service skills.
- Ability to meet weekly productivity standards and maintain a high level of quality.
- Able to effectively motivate individuals with post-operative musculoskeletal, neurological and general acute problems.
- Demonstrated experience in making sound business decisions using risk management and quality protocols.
- Work effectively in a team environment and independently.
- Professional and personal effectiveness in establishing relationships with a variety of internal and external customers.
- Desire to learn how to interpret Long Term Care Insurance contracts and benefits.
- Understanding of single and cumulative medical conditions (particularly those common in the aging process), including their effect on physical/cognitive function, as well as their prognosis and rehabilitative potential.
- Good working knowledge of systems applications (e.g. WORD, EXCEL, PowerPoint, etc.).
- Willingness to learn claims and workflow systems.
- Exceptionally strong phone skills (e.g. empathetic tone, patience, warm voice) and use active listening and motivational interviewing skills during the assessment to best understand the policyholder’s needs.
- Ability to synthesize assessment results to make recommendations on appropriate interventions within a program.
- Personable, empathetic, knowledgeable, and genuinely invested in providing excellent customer service during this important relationship building interaction.
- Prepared for the occasional challenging or emotional conversation.
- Extremely strong organizational skills, be a self-starter, help to resolve customer questions, manage your own workflow, and distribute work to others.
Nice To Haves
- Certification or license in a field related to care management (child and family studies, counseling, gerontology, human services, public health, sociology, marriage and family therapy, recreational therapy, respiratory therapy, mental health, nursing, occupational therapy, physical therapy, speech and language therapy, psychology, rehabilitation or social work).
- Strong knowledge of care, treatment, community programs, equipment and devices used to assist individuals with functional & cognitive impairments in regaining optimal independence.
- Strong knowledge of senior/geriatric/home health care, continuum of care, long-term care insurance and/or the Medicare program.
- Personal or professional experience with caregiving.
- Prior experience working in a corporate environment.
- Experience with using a CRM.
- Telephonic case management experience.
Responsibilities
- Responding to inbound calls and inquiries about the program.
- Researching any prior claim activity and questions or spousal claim activity.
- Making outbound calls to policyholders and family members to educate about the program and influence them to participate.
- Use standardized tools to comprehensively assess the policyholder and/or family member.
- Reviewing program recommendations with the policyholder and/or family member and influencing them to take actions.
- Setting up next program steps for the policyholder and/or family member with a colleague on your team based on their needs.
- Reviewing the policyholder’s claim intake call and any prior claim information, in addition to your call, to best understand their current situation.
- Using clinical judgment to discern if they are appropriate candidates for intervention or if they need additional care.
- Comprehensively assess and address the insured’s biological, psychological, environmental, and social needs.
- Developing a warm and professional rapport with the insured’s care team (family) and when appropriate, will effectively integrate them into the assessment.
- Providing some fundamental education on aging resources, medication management, and daily living aids.
- Doing internet research for resources for the insured and advocating for them.
- Providing education on common medical conditions using understandable terms for both older adults and their families.
- Providing preliminary coaching to caregivers on how to best support the insured.
- Solving for routine standard problems for policyholders and their families using a network of internal resources.
- Using escalation paths to address their questions.
- Working independently and in an interdisciplinary team environment.
- Managing and prioritizing a work queue and multiple job responsibilities.
- Demonstrating an openness to cross-functional assignments within the position/team.
- Working with others with diverse skills, communication styles, and viewpoints.
- Providing feedback on process improvement opportunities.
- Coaching peers as appropriate.
- Being a proactive team member in enhancing the organization’s performance and results.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
