Offer summary

Qualifications:

Prior customer service experience in a contact center is essential., Strong oral and written communication skills are required., Ability to multi-task and handle delegated tasks in a timely manner is necessary., Understanding of HIPAA and confidentiality of information is important..

Key responsabilities:

Provide exceptional customer service through timely and accurate responses to customers and providers.

Quickly determine how to handle customer inquiries and deliver first call resolution.

Document all calls clearly and concisely, completing all follow-up work as needed.

Participate in testing of systems and provide coaching to new team members.

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

CareScout Senior Customer Service Representative - First Call Resolution

POSITION LOCATION

Remote

YOUR ROLE

The First Call Resolution (FCR) representative, as the primary contact for our customers and providers, is one of the most important positions at CareScout.

What you will be doing

CareScout’s mission is to help families navigate long term care and this role supports that mission by delivering superior customer service to our external and internal customers through several critical functions for the business including:

Provide exceptional customer service through timely, accurate, and courteous responses to the Field Team, nurses, social workers, and customers, clients, family members, caregivers, and providers
Through fact finding, active listening and critical thinking skills, quickly and accurately determine how best to handle the customer’s call, delivering first call resolution, with low customer effort
Action oriented, flexible problem solver who will assist customers in resolving any and all inquiries or needs, including but not limited to:
- Handling intake requests to completion by gathering available dates and times, accurately entering into the system, and pushing the workflow
- Handling schedule and reschedule requests to completion with our Field Team network
- Partnering with the Field Team to ensure documents are received, and handling confirmation calls related to scheduled appointments
- Documenting all calls clearly and concisely in addition to completing all follow-up work
- Handling requests for modules, generating correspondence, handling fax and non-phone work as needed

Prevent escalations by tackling issues quickly through proactive conflict resolution and preventing similar issues from recurring
Meet or exceed call center metrics including but not limited to adherence, calls answered, handle time, AUX/ACW time, available time
Meet or exceed other key metrics including but not limited to quality, Field Team rates, intake and scheduling productivity, and Care Advocacy referral process and transfer expectations
Participate in testing of systems to support deployments
Actively contribute to positive morale and teamwork, demonstrating good communication skills
Provide coaching and training to new team members, and shadowing to other areas of the business
Other duties or tasks as assigned by the manager that support CareScout’s business need, changes, and new initiatives

The daily shift for this role is Monday-Friday, 9:30am-6pm EST; operating hours are 8:30-6pm. Hours may change as business needs shift.

What you bring

Prior customer service experience in a contact center
Proven commitment to providing incredible customer service both internally and externally
Positive energy, optimistic outlook and a caring, compassionate attitude, in particular with the aged population
Demonstrated call center metric achievement, including but not limited to adherence, calls answered, handle time, AUX/ACW time, available time, and quality
High integrity, reliable attendance, and team oriented
Ability to multi-task and handle delegated tasks in a timely manner; meeting deadlines
Understanding of HIPAA/ confidentiality of information
Demonstrated experience to resolve customer issues through strategic thinking
Adaptable to change; proactively seeing need and taking ownership
Strong oral and written communication skills
Excellent organizational and time management skills
Proficient with computer applications such as MS Office, workflow management tools, email, desktop faxing and other office procedures

Nice to have

BA/BS or relevant work experience
Long Term Care / Insurance industry knowledge, CareScout 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

Required profile