Connection Representative

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Richmond, Virginia:
Remote (New Jersey):
Remote (New Hampshire):
Remote (Maine):
Remote (North Carolina) time type:
Full time posted on:
Posted Todayjob requisition :
REQ-260016

Job Description
** About Care Scout
** 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!
Care Scout 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
** Care Scout Connection Specialist    
** POSITION LOCATION
** Remote U.S.

** YOUR ROLE
**** What you will be doing
** The Care Scout Connection Representative provides several critical functions for the business including:
* Through person-centric, compassionate conversations, providing support to our customers and their families through each stage of their care journey
* Identifying appropriate care service providers for our customers and engaging with our Provider Network on pricing, availability and services
* Actively engaging with customers to ignite interest in Care Scout service offerings through inbound calls and outbound call campaigns
* The successful associate will be resourceful, resilient, energetic, and enthusiastic with a strong desire for excellence in every interaction
* Handle inbound and outbound calls, at times using scripts, for customers interested in Care Scout’s services
* Through fact finding, active listening and critical thinking skills, quickly and accurately determine how best to handle each call, delivering first call resolution
* Review, process and route transactions including, but not limited to: web forms, emails, mailings, and chat
* Document all calls and transaction work clearly and concisely, in addition to handling any follow up work
* Participate in engagement exercises through outbound calls to share exciting product features of Care Scout services
* Match customer’s care needs with appropriate care options based on the provider’s capability, availability and rates
* Actively negotiate preferred pricing with long term care providers, as needed
* Prepare, quality review and send information on care services, providers and other educational material
* Prevent escalations by tackling issues quickly through proactive conflict resolution
* Support pilots and implementation of new product and service offerings, including research
* Understand and strive to meet or exceed call center metrics while providing excellent, consistent customer service
* Other duties as assigned by the manager that support Care Scout business needs, changes, and new initiatives
** What you bring
*** 1-3 years call Center experience, including ability to work on multiple monitors
* Experience in Long Term Care, geriatric care, home health, and/or sensitivity to the needs of seniors
* Outstanding conversationalist who is proactive, persuasive, persistent, respectful, assertive, and able to multitask
* Exceptional customer service, active listening, and verbal, written communication skills, professional voice presentation
* Ability to set priorities and manage time effectively, meeting individual/team qualitative and quantitative targets
* High integrity with a passion for learning about the long-term care industry
* Reliable with the ability to work productively as a team and independently
* Excellent organizational and time management skill
* Proficient with computer applications such as MS Office, email, and other office procedures
* Ability to think…