Connection Representative

Genworth Financial•Richmond, VA

3d•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 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.

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, 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 skill
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

Through person-centric, compassionate conversations, providing support to our customers and their families through each stage of their care journey
Identifying appropriate care service providers for our customers and engaging with our Provider Network on pricing, availability and services
Actively engaging with customers to ignite interest in CareScout service offerings through inbound calls and outbound call campaigns
Handle inbound and outbound calls, at times using scripts, for customers interested in CareScout’s services
Through fact finding, active listening and critical thinking skills, quickly and accurately determine how best to handle each call, delivering first call resolution
Review, process and route transactions including, but not limited to: web forms, emails, mailings, and chat
Document all calls and transaction work clearly and concisely, in addition to 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 the provider’s capability, availability and rates
Actively 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
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

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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