Care Advisor

Genworth

1d • Remote

About The Position

Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life. We’re creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us! CareScout is a wholly owned subsidiary of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.
As the Care Advisor for CareScout Services, you will play a critical role in the execution of CareScout Services strategic initiatives and external-facing activities. This role is focused on creating meaningful, empathetic connections with families looking for care, understanding their unique needs and helping them find the best solutions for their situation. This is an excellent opportunity to work collaboratively as part of a high-impact, mission-critical team while assuming additional responsibilities to expand knowledge and skills.

Requirements

• BA/BS or equivalent work experience
• 5-7 years’ experience in client service, account management or customer relations
• Ability to understand customer challenges and creatively present solutions
• Experience in aging care, financial services, insurance or healthcare
• A strong desire to hit personal and team engagement targets while ensuring customer satisfaction. While we are driven by empathy, we also aim for results
• A positive, solution-oriented mindset with the ability to maintain composure in high pressure situations
• High level of organization and self-motivation
• Strong interpersonal relations, rapport building, and emotional intelligence; adaptable to change
• Experience interpreting data, analyzing trends, and developing action plans based on patterns and trends
• Inbound and outbound call environment experience
• Comfortable using CRM systems, Microsoft Office Suite and other tools

Nice To Haves

• Familiarity with Microsoft Dynamics is a plus

Responsibilities

• Meet or exceed targets, KPIs and conversion metrics while maintaining a customer-first approach to all activities
• Proactively follow up with leads and prospects, tracking interactions in our CRM system to ensure timely and effective communication
• Conduct research and analysis to quantify business opportunities and issues and develop formal recommendations for presentation to management
• Use active listening skills to uncover customers’ needs and recommend tailored products or services that best align with their requirements
• Match needs with appropriate care options based on the provider’s services, availability and rates, including analysis of provider information to support informed client decision-making
• Initiate and respond to inbound and outbound inquiries with genuine empathy, focusing on customers’ pain points and goals
• Establish trust by creating personalized, consultative conversations that show understanding, respect and care for the customers’ journey
• Address customer questions, concerns or objects in a thoughtful, clear and kind manner to ensure a positive experience, even during challenging conversations
• Prepare, quality review and send information on care services, providers and other educational material
• Contact home care agencies, assisted living facilities and other care service providers via phone to secure offers for customers
• Support pilots and implementation of new product and service offerings, including ownership of ideation, effort and reporting
• Collaborate with network management, marketing, sales and product teams to enhance customer service and brand awareness to customers, including managing data to supply insights
• Lead and participate in strategic projects to drive process efficiencies, build scale and inspire excellence
• Other duties as assigned by the manager that support business needs, changes, and new initiatives

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level