Job Description

YOUR ROLE
Are you interested in a career helping people? Do you like being part of a team? Do you enjoy working in a fast-paced call center environment, managing multiple tasks and having your days fly by? What if you could have all that AND help people access high quality, affordable long-term care solutions? CareScout’s mission is to help families navigate long term care and this role is instrumental in delivering superior customer service to our external and internal customers. The Senior Customer Service Representative provides several critical functions for the business including:

• Partnering with Care Advocates and other Sourcing Specialists to understand the care requirements, customer profiles and define the sourcing strategy for each case.
• Identifying appropriate long-term care service providers for our customers and negotiating rates on our customers’ behalf.
• The successful associate will be resourceful, resilient, energetic, and enthusiastic with a strong desire to help our customers.

YOUR RESPONSIBILITIES
• Match best solutions using CareScout’s national databases of in-home and facility care providers.
• Match customer’s care needs with appropriate care options based on the provider’s capability, availability and rates.
• Onboard new network providers and ensure existing credentialing standards are met and maintained for all network providers by obtaining relevant documentation from providers and processing provider enrollment materials.
• Actively seek community resources that may be able to meet the customer’s care needs.
• Manage large amounts of inbound and outbound calls in a timely manner and efficient manner
• Follow communication “scripts” when handling different topics and Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Participate in testing of systems to support deployments
• Keep records of all conversations in our call center database in a comprehensible way
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
• Build sustainable relationships and engage customers by going the extra mile

YOUR QUALIFICATIONS
• 12+ months experience in a customer support/call center environment

• Proficient with computer applications such as MS Office (Outlook, Word, Excel) desktop faxing and other office duties.

• Exceptional customer service, active listening, verbal, and written communication skills, professional voice presentation

• Excellent organizational and time management skills with the ability to set priorities and manage time effectively

• Ability to be proactive, persuasive, persistent, respectful, and assertive across multiple personality types
• High integrity with a passion for learning about the long-term care industry
• Reliable with the ability to work productively both in a team environment and independently meeting personal/team qualitative and quantitative targets

ADDITIONAL QUALIFICATIONS
• BA/BS or relevant work experience
•-2+ years call Center experience preferred
• Long Term Care / Insurance industry knowledge preferred
• Sensitivity to the needs of seniors
• At least 1-2 years of rate negotiation, health care or long-term care resource sourcing a plus

WHY GENWORTH?

We have a real impact on the lives of the people we serve
We work on challenging and rewarding projects
We give back to the communities where we live
We offer competitive benefits including:

Medical, Dental, Vision, Flexible Spending Account options beginning your first day  
Generous Choice Time Off your first full year
12 Paid Holidays
40 hours of volunteer time off
401K Account with matching contributions
Tuition Reimbursement and Student Loan Repayment
Paid Family Leave
Child Care Subsidy Program