[Remote] Long Term Care Claims Representative – Payment Servicing

Note: The job is a remote job and is open to candidates in USA. Genworth is a company that empowers families to navigate the aging journey with confidence. They are seeking a Long Term Care Claims Representative to provide exceptional customer service and support policyholders throughout the claims process, ensuring compliance with internal guidelines and procedures.

Responsibilities

• To ensure excellence in our relationship with our customer, you will be responsible for incoming and outgoing calls to claimants, caregivers, facilities and other persons or entities involved in the claim to enhance the customer experience
• In support of our focus on ‘team’ vs ‘individual’, you will effectively manage and prioritize a work queue and multiple job responsibilities in a fast-paced environment, frequently with aggressive deadlines
• You will be accountable for recognizing and working within a structured environment with clearly defined Standard Operating Procedures, to ensure consistency of claims practices and resolution. You will also be responsible for making complex decisions based on experience and sound judgment for situations not specifically defined in those procedures
• Collaboration and effective communication are important; you will seek solutions rather than just identify problems and will partner with teams across sites to achieve common goals
• You may occasionally be asked to help deepen others’ understanding of our processes and provide support as they grow in their role. This includes, but is not limited to, training/creating training material, side-by-side, group adjudication support, mentoring, and participating in buddy programs
• As part of our collaborative organization, you will provide insights, best practices, and share knowledge within Payment Servicing and to departments that support our teams such as QA, IT, Compliance, Eligibility and Contact Center
• Ability to handle inbound and outbound calls
• To support our customers and our business needs, you may be asked to do work outside of this role for periods of time; training and/or guidance will be provided if so
• Through the use of critical thinking and problem solving, you will make claim decisions and process transactions based on the claimant's policy and other information provided

Skills

• A high school diploma or military experience
• Excellent written and verbal communication skills with the ability to communicate information concisely and accurately
• Excel at customer service (minimum 1 year experience) as evidenced by professional and empathetic demeanor in all interactions
• Proven ability to understand, interpret and comprehend contract language, disability processes, nursing home licensing and rehabilitative requirements
• Exhibited competency in critical thinking, problem solving, conflict resolution and collaboration
• Proficient with Microsoft Office applications (e.g., Word, Excel, Outlook, etc.)
• Ability to toggle between multiple monitors for optimal and efficient productivity
• You will spend the first several months of employment in virtual 'classroom' training before beginning to phase into your job responsibilities. You will need to be on camera, actively participate in this training and must successfully complete all training requirements
• When you are working remotely, or during inclement weather/other circumstances which may make the office inaccessible, high-speed internet (50 mbps) and a distraction-free area is required
• Bachelor's or Associate degree preferred
• Previous experience in the insurance industry 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

Company Overview