Associate Care & Wellness Program Enrollment Specialist

About the role

The Associate Care & Wellness Program Enrollment Specialist plays a crucial role in delivering a long-term care insurance program designed to support policyholders in aging at home. This role involves providing person-centered, strengths-based, short-term care management services to policyholders who may have experienced recent functional or cognitive changes. The specialist is responsible for influencing policyholders and caregivers to participate in the program, conducting comprehensive assessments, and recommending appropriate interventions.

Responsibilities

• Responding to inbound calls and inquiries about the program
• Researching prior claim activity and questions
• Making outbound calls to policyholders and family members to educate about the program
• Using standardized tools to comprehensively assess policyholders and/or family members
• Reviewing program recommendations with policyholders and/or family members and influencing them to take actions
• Scheduling next steps for policyholders and/or family members with a colleague on the team based on their needs
• Providing education on aging resources, medication management, and daily living aids
• Offering 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
• Utilizing escalation paths to address questions
• Working independently and in an interdisciplinary team environment
• Managing and prioritizing a work queue and multiple job responsibilities
• Providing feedback on process improvement opportunities, coaching peers, and enhancing the organization’s performance and results

Requirements

• 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)
• A 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, respiratory therapy, mental health, nursing, occupational therapy, physical therapy, speech and language therapy, psychology, rehabilitation or social work)
• 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
• Able 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
• Telephonic case management experience

Qualifications

• Passion working with older adults and their family members
• College degree or certification/license in a field related to care management
• Experience with Long Term Care Insurance contracts and benefits
• Strong knowledge of care, treatment, community programs, equipment and devices used to assist individuals with functional & cognitive impairments in regaining optimal independence
• Personal or professional experience with caregiving
• Prior experience working in a corporate environment
• Experience with using a CRM

Skills

• Strong written and verbal communication and customer service skills
• Superior organizational skills
• Ability to meet productivity standards
• Effective problem-solving and decision-making abilities
• Ability to work independently and in a team environment
• Knowledge of Long Term Care Insurance contracts and benefits
• Ability to provide education on aging resources, medication management, and daily living aids
• Ability to provide preliminary coaching to caregivers on how to best support the insured
• Ability to solve routine standard problems for policyholders and their families using a network of internal resources
• Ability to utilize escalation paths to address questions

Benefits

Genworth offers competitive compensation and total rewards, including:

• Competitive base salary
• Annual bonus incentive plan
• 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