Offer summary

Qualifications:

BA/BS or equivalent experience in a relevant field., 2-4 years of experience in customer support or provider support roles., Familiarity with long-term care processes and services is preferred., Proficiency in Microsoft Suite and CRM software, particularly Dynamics 365..

Key responsabilities:

Respond to customer queries via phone, email, social media, and chat applications.

Conduct provider orientation and implementation, including education on invoice validation and member eligibility.

Compile and review reports, and capture customer feedback for improvement.

Collaborate with various teams to enhance customer service and support new product offerings.

Job description

About CareScout

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.

POSITION TITLE

Provider Support Specialist

POSITION LOCATION

Remote, Richmond VA

YOUR ROLE

As the Provider Support Specialist for CareScout Services, you will play a critical role in the execution of CareScout Services strategic initiatives and external-facing activities. Your experience, skills, and expertise will be utilized to provide proactive and exceptional service and support in an omni channel environment. 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.

What you will be doing

Responding to customer queries in a timely, effectively, and in a professional manner, via phone, email, social media, and chat applications
Guiding and supporting customer’s needs and recommending solutions with personalized, timely and relevant assistance.
Providing website navigation support, updating customers' accounts, and providing insight specific to each customer
Conduct provider orientation/implementation, including education on invoice validation, member eligibility, and profile management
Responsible for inbound/outbound calls with providers
Responsible for invoice validation as well as responding to customer invoice inquiries.
Providing website/application navigation support and insight specific to the customer needs
Compiling and reviewing reports when requested
Utilizing CRM (Dynamics 365) for servicing and transactional support and maintaining customer and provider account detail information
Identifying improvement to current products, systems and procedures by documenting processes and logging, resolving, troubleshooting inquiries.
Capturing customer feedback and new business opportunities and sharing the findings with the customer experience manager, product managers, Sales and Network Management Teams for reporting.
Collaborating with customer experience manager, network management, marketing, sales and product teams to enhance customer service and brand awareness to customers
Aligning and rolling out provider marketing initiatives and communications in an omni channel approach
Supporting implementation of new product and service offerings
Helping in performing product tests, evaluating after-sales and support services to keep fine-tuning the customer’s experience

What you bring

BA/BS or equivalent experience
Home Care/Home Health Agencies/ Assisted Living/ Skilled Nursing Facilities and Adult Day Care
Experience in Provider Networks, Long Term Care process and services (Preferred)
2- 4 years' experience as a customer experience specialist, provider support role, or a similar customer support role and a customer-first mindset
Inbound and Outbound call environment experience
Must have the ability to work independently and drive change but also be a team player
Multi-tasking abilities and work with a sense of urgency
Ability to switch gears and take on various administrative tasks as requested
Quick Learner; able to learn new technological platforms and web infrastructure
Ability to think critically and problem-solve quickly, as well as be comfortable adapting to new experiences and change
Ability to work cross – functional across business units i.e. product, marketing, sales
Possess a positive, self-starter attitude that performs well without direct supervision
Proficiency in Microsoft Suite such as Word, Excel, Power Point, SharePoint, Teams Outlook and CRM software such as Dynamics 365
Experience with other applications Monday, Notion, CLM-DocuSign, Figma, Miro (Preferred)
Employee Benefits & Well-Being

Employee Benefits & Well-Being

Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.

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

Required profile