Long Term Care Claims Representative Payment Servicing

Genworth • Glen Allen, VA

4d • Remote

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. YOUR ROLE As an Operations team member, you'll play a crucial role in delivering world-class customer service and capabilities to our policyholders—now and in the future. Long Term Care Claims is transforming and with transformation comes the potential for constant change. You will support our customer centric culture by proactively providing accurate and timely information to ensure policyholders are fully informed during the claims process. You will, as a member of the Payment Servicing Team, partner closely with the Eligibility and Contact Center teams to provide an extraordinary claims experience for our customers. You will work in a fast -paced environment across multiple products, ensuring claims handling follows policy provisions, internal guidelines, and Compliance requirements and will be responsible for the processing and payment of long-term care claims. We operate daily with integrity and character to achieve outstanding results.

Requirements

• Minimum 2 years' experience in providing professional customer service in a corporate setting, preferably with a medical, financial background, or specifically in Long Term Care.
• High School diploma or military experience
• Ability to successfully complete virtual “classroom” training prior to transitioning into job responsibilities; this requires being on-camera, actively participating , and meeting all training requirements.
• Proficient with Microsoft Office applications (e.g., Word, Excel, Outlook, PowerPo int, Teams, etc.)
• Professional, empathetic demeanor in all interactions, with a strong commitment to serving and supporting customers, particularly within the aging population.
• Your experience or education has provided you with knowledge of medical terminology, diseases/diagnoses, and the ability to understand and interpret contract language, disability processes, nursing home licensing, and rehabilitative requirements.
• You exhibit qualities such as critical thinking, problem-solving, conflict resolution, and collaboration.
• Clear verbal and written communication skills, with the ability to explain insurance products, benefits, and options.
• Ability to toggle between multiple monitors for optimal and efficient productivity
• A dedicated, distraction-free home office set up, including a desk or workstation suitable for full-time remote work.

Nice To Haves

• Associate or Bachelor's Degree
• Prior experience in the insurance industry
• Familiarity with HIPPA requirements

Responsibilities

• Manage and prioritize a work queue and multiple responsibilities in a fast-paced environment with aggressive deadlines.
• Adhere to Standard Operating Procedures to ensure consistency in claims practices and resolution.
• Make complex c laim-payment decisions based on knowledge and policy provisions App ly critical thinking and problem-solving skills to adjudicate claims, process transactions, and process payments
• Interact with Policy Holders, Powers of Attorney, Agents, Facilities and other entities involved in the claims experience via incoming and outbound calls.
• Collaborate and communicate effectively; you will seek solutions rather than just identify problems and will partner with teams across sites to achieve common goals.
• Occasionally provide training and support to others, including creating training materials, mentoring, and participating in buddy programs.
• Share insights, best practices, and knowledge within Payment Servicing and with supporting departments such as QA, IT, Compliance, Eligibility, and Contact Center.
• Maintain the required flexibility to perform tasks outside of the role as needed, with provided training and guidance.
• Participate in virtual classroom training for the first several months, actively engaging and completing all training requirements.
• Employees are required to be on camera during all training sessions, meetings, and as needed per request.
• While working remotely, employees will provide a safe and secure workspace that is free of distractions including but not limited to child or dependent care.
• Additionally, employees must retain a stable and secure internet service provider with the bandwidth and speed to maintain network connectivity (50 mbps ).

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: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees