Provider Support Specialist

March 6

⚔️ Virginia – Remote

Although this job is listed in Virginia, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🦅 H1B Visa Sponsor

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Genworth

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Genworth is a financial services company that focuses on helping individuals and families navigate the challenges and costs associated with aging, especially long-term care. The company offers a variety of insurance products, including long-term care insurance, life insurance, and annuities, as well as services like CareScout, which provides access to high-quality home care agencies. Genworth is committed to social responsibility and community involvement, with a strong focus on quality of care and comprehensive support for policyholders. They provide tools and resources to plan and manage care costs effectively and have a robust customer service operation to handle claims and inquiries.

1001 - 5000 employees

Founded 1871

⚕️ Healthcare Insurance

💸 Finance

💰 Post-IPO Debt on 2018-03

📋 Description

• 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. • 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. • Conducting provider orientation, including education on invoice validation, member eligibility, and profile management. • Responsible for inbound/outbound calls with providers. • 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.

🎯 Requirements

• 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)

🏖️ Benefits

• 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