CareScout Connection Representative

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

CareScout Connection Representative

POSITION LOCATION

Remote U.S.

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 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 the CareScout Connection Representative is instrumental in delivering superior customer service to our external and internal customers.
The CareScout Connection Representative provides several critical functions for the business including:

• 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
• The successful associate will be resourceful, resilient, energetic, and enthusiastic with a strong desire for excellence in every interaction

What you will be doing

• 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 ​

What you bring

• 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​​

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