Manager - Connect Team, CareScout

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

Manager - Connect Team, CareScout
  

POSITION LOCATION

Richmond, VA
Virginia (Remote)

YOUR ROLE

You will coach, motivate, and lead a high performing team responsible for supporting care-seekers through various stages in their journey, including but not limited to: providing education and guidance to inform decisions, contacting providers to find necessary services and partnering with families to ensure support. Through outbound call campaigns, this team will also actively engage with customers to ignite interest in CareScout service offerings. This team will support clients, family members, facilities, and/or agencies through inbound, outbound calls, webforms, email and chat.
You will also utilize data to effectively manage the team including daily work assignment and workload monitoring as well as providing long term care industry expertise to meet the needs of our customers and ensure the team operates at maximum efficiency.
 

What you will be doing

• Support the continued build out of the CareScout Quality Network through engagement exercises, ideation, and system enhancements
• Handle customer escalations that the Connection Representatives and Lead Connection Representatives may not be able to resolve
• Creation of scripting, job aids and workflow processes
• Own Quality Assurance for the Connect Team by reviewing calls and casework against pre-determined QA standards and goals
• Provide oversight of the processes and guidance on workflow as needed to ensure efficient and effective handling of care seeking cases; this will include team workflow documents, training documents and Figma boards
• Be a resource and provide support to the Connection Representatives on a daily basis by answering questions, providing guidance in case handling and assisting with problem resolution via chat and teams calls
• Drive performance management by providing feedback and direction against stated goals on a monthly basis, writing and delivering performance evaluations and taking corrective action as necessary to drive individual and/or team performance
• Conduct research and analysis to quantify business opportunities and issues and develop formal recommendations for presentation to management
• Facilitate resolution of complex reviews and escalations from team members and from internal and external customers (e.g., Provider Management and Sales)
• Deliver on all defined SLAs and business goals, including but not limited to productivity, quality, timeliness, and aging
• Participate in new client implementation, including but not limited to ensuring staff resources are available and trained, systems and reporting are in place and customer needs are understood and positioned for excellence after implementation
• Support team by initiating additional training and implementing programs to meet company objectives, which may include direct responsibility for training
• Other duties as assigned by leadership that support CareScout business needs, changes, and new initiatives ​

What you bring

• Previous people leadership experience, across diverse teams, with demonstrated ability to meet or exceed client SLAs, goals, and KPIs; minimum of 3 years’ experience.
• Experience in aging care, financial services, insurance or healthcare
• High level of organization and self-motivation
• Strong focus on customer service with a knack for creative thinking and problem solving
• Strong interpersonal relations, rapport building, and emotional intelligence
• Demonstrated ability to prioritize and manage, multiple and competing demands for multiple stakeholders; adaptable to change
• Experience interpreting data, analyzing trends, and developing action plans based on patterns and trends
• Demonstrated ability to thrive on developing people and building relationships, understanding that success is achieved not only through goals met but through developing strong, engaged employees in an ever-changing environment
• Experience providing feedback and having crucial conversations
• Experience participating and/or leading projects as well as excellent communication and presentation skills
• Confident in taking risks and challenging the status quo and comfortable speaking in any audience
• Demonstrated experience in innovative continual process improvement
• Excellent computer and technical skills, including MS Office suite and experience with analytics/reporting tools
• Bachelor’s degree or relevant work experience ​

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