Market Director - Account Management

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

Market Director - Account Management

POSITION LOCATION

Illinois

Ohio

YOUR ROLE

Be the market expect on the territories by doing deep dive analysis of our networks to ensure we have the right build.

The account manager will be focused on identifying opportunities in the territory to maximize the network. This will look like identifying providers that need additional support to develop their profiles. Being on top of non-responsive providers and managing expectations. Assisting providers with no matches to improve their opportunities.

Manage the network on a consistent basis to identify the opportunities for improvement. For example – we may have 4 providers in the territory, but they are only homemaker and we are missing HHA. Or we have specific zips with lacking provider choice, but they are meeting the adequacy numbers and don’t hit our radar.

I see this account manager as the day-to-day conduit with the providers. Reaching out to them consistently to maintain a stable relationship and be that person in the know of how they are performing on a consistent basis. This will allow us to identify issues early on. The AM will be able to work with IS on a consistent basis to keep our provider network healthy and active.

As we move into the D2C I believe the events with providers will be key to growing the pipeline. The AM will be responsible for working with the providers to collect local event opportunities, build out recommendation to attend including budget and execute the events. I don’t think an MD and RVP is required to do a 100-person health fair, etc.

The AM could also lean in for –

Emergency match support

Provider rate issues needing sales support

Invoice support

I would like to move our MD out of the day-to-day administration of chasing issues and resolving conflict to helping to strategically build out the ALC strategy and execute. In addition, helping to lead those affinity group discussions that will be looming.

What you will be doing

• Travel to in-network providers
• Attend trade shows, industry events and community events with RVP or other team members working leads resulting from those events
• Build relationships with providers and provide support where needed
• Work closely with your RVP, Market Director, and internal partner to build general brand awareness, drive provider engagement, and assist in aligning and rolling out marketing initiatives
• Help identify CareScout member care being provided and assist with invoicing process education
• Work with Market Director and internal team to help place emergency care needs
• Help execute after-sales and support needs of providers to fine-tune the provider’s experience.
• Share provider feedback and intelligence with sales and other supporting teams
• Help manage report-outs of Regional updates (HC, ALC, Insurance, Matches, etc.)
• Assist with provider outreach/follow up efforts (new or existing?)
• Assist with administrative tasks and projects
• Manage inbox and provider inquiries, escalating to appropriate contact (RVP/MD/IST)
• Manage Tier 3 provider relationships
• Assist with working CRM leads and opportunities
• Document all activity in the CRM system (MS Dynamics 365) i.e., appointments, follow-ups, opportunities, etc.
• In conjunction with Market Director, educating prospective and existing providers about new and existing CQN features and functionality.
• Assist and support with tracking of provider coverage, matches, insurance activity, etc.
• Help create provider scorecards for Tier 1 and Tier 2 partners
• Support RVP/MDs with material needed for external and internal events
• Travel 40 – 60% (both drive and fly)

What you bring:

• BA/BS or equivalent experience
• 3-5 years of sales and/or relationship experience, with a customer first mindset in home, community, assisted living, nursing home or continuing care retirement communities (CCRCs). 
• Previous experience as home care or facility market director or similar will be given preference.
• Possess a positive, self-starter attitude that performs well without direct supervision.
• Exceptional organization, communication & interpersonal skill and relationship building is mandatory.
• Comfortable adapting to new experiences and change and flexible mindset about doing whatever is needed for the overall success of the team
• Proficiency in Microsoft Word, Excel, Outlook and CX and CRM software such as MS Dynamics 365.  Ability to learn new technological platforms and web infrastructure.
• Ability to process data and make actionable decisions from it (analytical thinking)
• Takes accountability and ownership of performance and outcomes
• Professional appearance and demeanor

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