CareScout Senior Customer Service Representative - First Call Resolution

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

CareScout Senior Customer Service Representative - First Call Resolution

POSITION LOCATION

Remote

YOUR ROLE

The First Call Resolution (FCR) representative, as the primary contact for our customers and providers, is one of the most important positions at CareScout.

What You Will Be Doing

CareScout?s mission is to help families navigate long term care and this role supports that mission by delivering superior customer service to our external and internal customers through several critical functions for the business including:
? Provide exceptional customer service through timely, accurate, and courteous responses to the Field Team, nurses, social workers, and customers, clients, family members, caregivers, and providers
? Through fact finding, active listening and critical thinking skills, quickly and accurately determine how best to handle the customer?s call, delivering first call resolution, with low customer effort
? Action oriented, flexible problem solver who will assist customers in resolving any and all inquiries or needs, including but not limited to:
? Handling intake requests to completion by gathering available dates and times, accurately entering into the system, and pushing the workflow
? Handling schedule and reschedule requests to completion with our Field Team network
? Partnering with the Field Team to ensure documents are received, and handling confirmation calls related to scheduled appointments
? Documenting all calls clearly and concisely in addition to completing all follow-up work
? Handling requests for modules, generating correspondence, handling fax and non-phone work as needed
? Prevent escalations by tackling issues quickly through proactive conflict resolution and preventing similar issues from recurring
? Meet or exceed call center metrics including but not limited to adherence, calls answered, handle time, AUX/ACW time, available time
? Meet or exceed other key metrics including but not limited to quality, Field Team rates, intake and scheduling productivity, and Care Advocacy referral process and transfer expectations
? Participate in testing of systems to support deployments
? Actively contribute to positive morale and teamwork, demonstrating good communication skills
? Provide coaching and training to new team members, and shadowing to other areas of the business
? Other duties or tasks as assigned by the manager that support CareScout?s business need, changes, and new initiatives

The daily shift for this role is Monday-Friday, 9:30am-6pm EST; operating hours are 8:30-6pm. Hours may change as business needs shift.

What You Bring
? Prior customer service experience in a contact center
? Proven commitment to providing incredible customer service both internally and externally
? Positive energy, optimistic outlook and a caring, compassionate attitude, in particular with the aged population
? Demonstrated call center metric achievement, including but not limited to adherence, calls answered, handle time, AUX/ACW time, available time, and quality
? High integrity, reliable attendance, and team oriented
? Ability to multi-task and handle delegated tasks in a timely manner; meeting deadlines
? Understanding of HIPAA/ confidentiality of information
? Demonstrated experience to resolve customer issues through strategic thinking
? Adaptable to change; proactively seeing need and taking ownership
? Strong oral and written communication skills
? Excellent organizational and time management skills
? Proficient with computer applications such as MS Office, workflow management tools, email, desktop faxing and other office procedures

Nice to have
? BA/BS or relevant work experience
? Long Term Care / Insurance industry knowledge, CareScout experience

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