Connection Representative

CareScout Connection Specialist

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.

Your Role

Are you interested in a career helping people? Do you enjoy working in an environment where you're able to manage multiple tasks and having your days fly by? What if you could have all that AND help people access high quality, affordable long-term care solutions? CareScout's mission is to help families navigate long term care. As an expert in the CareScout Quality Network, the CareScout Connection Representative plays a crucial role in facilitating connections between care seekers and the providers that best meet their care needs.

What You Will Be Doing

The CareScout 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 CareScout 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 CareScout'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 CareScout 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 CareScout business needs, changes, and new initiatives

What You Bring

Employee Benefits & Well-Being

This position will likely work a 12 : 00-9 : 00PM EST or a 12 : 30-9 : 00PM EST shift (depending on lunch break preference). Your shift will be an 8-hour period between the hours of 8AM and 9PM EST, to be determined by tenure and business needs. Your start time will be earlier during training, and shifts may extend or otherwise change in the future based on business needs.