Provider Support Specialist

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