[Hiring] Associate Care & Wellness Program Enrollment Specialist @Genworth

Role Description

The Associate Care & Wellness Program Enrollment Specialist will be part of a team that delivers a 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.

• 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.
• Using 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.
• Reviewing the policyholder’s claim intake call and any prior claim information to best understand their current situation.
• Using clinical judgment to discern if they are appropriate candidates for intervention or if they need additional care.
• Comprehensively assessing and addressing the insured’s biological, psychological, environmental, and social needs.
• Demonstrating exceptionally strong phone skills (e.g. empathetic tone, patience, warm voice) and using active listening and motivational interviewing skills during the assessment.
• Being one of the policyholder’s initial contacts with Genworth at a time of need.
• Developing a warm and professional rapport with the insured’s care team (family) and integrating them into the assessment when appropriate.
• Providing fundamental education on aging resources, medication management, and daily living aids.
• Conducting internet research for resources for the insured and advocating for them.
• Providing education on common medical conditions using understandable terms for older adults and their families.
• Providing preliminary coaching to caregivers on how to best support the insured.
• Solving routine standard problems for policyholders and their families using a network of internal resources.
• Working independently and in an interdisciplinary team environment.
• Managing and prioritizing a work queue and multiple job responsibilities.
• Providing feedback on process improvement opportunities and coaching peers as appropriate.

Qualifications

• Passion for 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 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, including their effect on physical/cognitive function.
• Good working knowledge of systems applications (e.g. WORD, EXCEL, PowerPoint, etc.).

Requirements

• Certification or license in a field related to care management (nice to have).
• Strong knowledge of care, treatment, community programs, equipment and devices used to assist individuals with functional & cognitive impairments.
• 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.
• Telephonic case management experience.

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.
• Caregiver and Mental Health Support Services.