CareScout Connection Representative

CareScout

109d

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.

Requirements

• 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.
• 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.

Responsibilities

• Provide support to customers and their families through each stage of their care journey.
• Identify appropriate care service providers for customers 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.
• 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 the provider’s 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 other educational material.
• Prevent escalations by tackling issues quickly through proactive conflict resolution.
• Support pilots and implementation of new product and service offerings, including research.
• Strive to meet or exceed call center metrics while providing excellent, consistent customer service.
• Perform other duties as assigned by the manager that support CareScout 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.
• Caregiver and Mental Health Support Services.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 1,001-5,000 employees