Associate Care & Wellness Program Enrollment Specialist

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. 

We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.

• Make it about others. We do what's best for our customers and collaborate to drive progress. 

• Make it happen. We work with intention toward a common purpose and forge ways forward together. 

• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION TITLE

Associate Care & Wellness Program Enrollment Specialist

POSITION LOCATION

This position is available to Virginia residents as Richmond, Virginia in-office applicants or Lynchburg, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

NOTE: There are two open positions for the same team. Please review both descriptions and apply to which one(s) that best fits your skillset.

YOUR ROLE

The Associate Care & Wellness Program Enrollment Specialist will be part of a team that delivers a pre-claim long-term care insurance program designed to help policyholders live healthier longer and provide education to those who support them. You will be responsible for providing person-centered, strengths & evidence-based, short-term care management services to long-term care insurance policyholders who are interested in aging at place at home. These policyholders may have had recent functional or cognitive changes. This role specifically influences policyholders and caregivers to participate in the program and performs high level telephonic assessments to determine their key risks to aging in place.

What you will be doing

• You will be responsible for all of the initial steps related to supporting the pre-claim program:

  • Responding to inbound calls and inquiries about the program.

  • Researching any prior claim activity and questions or spousal claim activity.

  • Making outbound calls to policyholders and family members to educate about the program and influence them to participate.

  • Use standardized tools to comprehensively assess the policyholder and/or family member.

  • Reviewing program recommendations with the policyholder and/or family member and influencing them to take actions.

  • Setting up next program steps for the policyholder and/or family member with a colleague on your team based on their needs.

• You may be reviewing the policyholder’s claim intake call and any prior claim information, in addition to your call, to best understand their current situation. You will use clinical judgment to discern if they are appropriate candidates for pre-claim intervention or if they need additional care.

• You will be able to comprehensively assess and address the insured’s biological, psychological, environmental, and social needs. You will have exceptionally strong phone skills (e.g. empathetic tone, patience, warm voice) and use active listening and motivational interviewing skills during the assessment to best understand the policyholder’s needs. You will be able to synthesize assessment results to make recommendations on appropriate pre-claim interventions within a program.

• You will be one of the policyholder’s initial contacts with Genworth at a time of need for them. You will need to be personable, empathetic, knowledgeable, and genuinely invested in providing excellent customer service during this important relationship building interaction. You will be prepared for the occasional challenging or emotional conversation.

• You will feel comfortable developing a warm and professional rapport with the insured’s care team (family) and when appropriate, will effectively integrate them into the assessment.

• You will be able to provide some fundamental education on aging resources, medication management, and daily living aids. You will feel comfortable doing internet research for resources for the insured and be comfortable advocating for them.

• You will have a knowledge base to be able to provide education on common medical conditions using understandable terms for both older adults and their families. You will need to feel comfortable providing preliminary coaching to caregivers on how to best support the insured.

• You will solve for routine standard problems for policyholders and their families using a network of internal resources. You will at times have to use escalation paths to address their questions.

• You will work independently and in an interdisciplinary team environment and will manage and prioritize a work queue and multiple job responsibilities and demonstrate an openness to cross-functional assignments within the position/team. You will be comfortable with working with others with diverse skills, communication styles, and viewpoints. You will have extremely strong organizational skills, be a self-starter, help to resolve customer questions, manage your own workflow, and distribute work to others. You will provide feedback on process improvement opportunities, coach peers as appropriate, and be a proactive team member in enhancing the organization’s performance and results.

What you bring

• Passion working with older adults and their family members.

• 2-5 years of professional experience with older adults and their families (home care, home health, hospice, hospital, nursing home, area agency on aging, or community placements).

• College degree or certification/license in a field related to care management (child and family studies, counseling, gerontology, human services, public health, sociology, marriage and family therapy, recreational therapy - CTRS, respiratory therapy, mental health, nursing, occupational therapy, physical therapy, speech and language therapy, psychology, rehabilitation or social work) or equivalent work experience.

• Experience with recruiting, selling, or program enrollment geared towards seniors.

• Experience with performing assessments for older adults and caregivers.

• Superior written and verbal communication and customer service skills.

• Ability to meet weekly productivity standards and maintain a high level of quality.

• Able to effectively motivate individuals with post-operative musculoskeletal, neurological and general acute problems.

• Demonstrated experience in making sound business decisions using risk management and quality protocols.

• Work effectively in a team environment and independently.

• Professional and personal effectiveness in establishing relationships with a variety of internal and external customers.

• Desire to learn how to interpret Long Term Care Insurance contracts and benefits.

• Understanding of single and cumulative medical conditions (particularly those common in the aging process), including their effect on physical/cognitive function, as well as their prognosis and rehabilitative potential.

• Good working knowledge of systems applications (e.g. WORD, EXCEL, PowerPoint, etc.)

• Willingness to learn claims and workflow systems.

• Ability to toggle between multiple monitors for optimal and efficient productivity

Nice to have

• Certification or license in a field related to care management (child and family studies, counseling, gerontology, human services, public health, sociology, marriage and family therapy, recreational therapy, respiratory therapy, mental health, nursing, occupational therapy, physical therapy, speech and language therapy, psychology, rehabilitation or social work).

• Strong knowledge of care, treatment, community programs, equipment and devices used to assist individuals with functional & cognitive impairments in regaining optimal independence.

• Strong knowledge of senior/geriatric/home health care, continuum of care, long-term care insurance and/or the Medicare program.

• Personal or professional experience with caregiving.

• Prior experience working in a corporate environment.

• Experience with using a CRM (Salesforce preferred).

• Telephonic case management 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

ADDITIONAL
The base salary pay range for this role starts at a minimum rate of $50,100 up to the maximum of $85,600. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 10% of your base compensation.  The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.