CareScout Aging Care Support Team Manager

LOCATION

Remote

YOUR ROLE
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 division of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.
• Make it about others. We do what’s best for our customers and collaborate to drive progress.
• Make it happen. We work with intention toward a common purpose and forge ways forward together.
• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

You will coach, motivate, and lead a high performing team responsible for supporting care-seekers through various stages in their journey, including but not limited to: care assessments to understand needs, providing guidance and expertise to inform decisions, contacting providers to find necessary services and partnering with families to ensure support. Through outbound call campaigns, this team will also actively engage with customers to ignite interest in CareScout service offerings. This team will support clients, family members, facilities, and/or agencies through inbound and outbound calls.

You will also utilize data to effectively manage the team including daily work assignment and workload monitoring as well as providing clinical expertise to meet the needs of our customers and ensure the team operates at maximum efficiency.

WHAT YOU WILL BE DOING
• Use patient-centered knowledge of care providers and caregiving services to provide expert guidance to individuals, for excellence in customer service, and to leadership, for excellence in building out new care solutions for market.
• Provide education and advocacy for aging population and caregivers on community resources, home health options, LTC planning and care providers.
• Support the build out of the CareScout Quality Network through engagement exercises, ideation, and system enhancements
• Drive performance management by providing feedback and direction against stated goals, writing and delivering performance evaluations and taking corrective action as necessary to drive individual and/or team performance
• Facilitate resolution of complex reviews and escalations from team members and from internal and external customers (e.g., Provider Management and Sales)
• Deliver on all defined SLAs and business goals, including but not limited to productivity, quality, timeliness, and aging
• Deliver accurate reporting of activities and clearly communicate progress of assigned tasks to internal stakeholders as requested
• Partner with IT, Data Team, Provider Management Team, Sales and other areas of the business to provide feedback and recommendations to run the shop as well as make business process improvements
• Participate in new client implementation, including but not limited to ensuring staff resources are available and trained, systems and reporting are in place and clinical needs are understood and positioned for excellence after implementation.
• Continue relationship with client post-implementation and provide any additional support as needed
• Support team by initiating additional training and implementing programs to meet company objectives, which may include direct responsibility for training
• Collaborate with internal stakeholders to support projects as determined by the client and CareScout leadership
• Support and/or participate in testing of systems to support deployments and enhancements
• Perform other duties as needed to support the commitments made to our customers

WHAT YOU BRING
• Deep knowledge of LTC Insurance and/or experience in geriatric care, home health or other elder services
• Previous people leadership experience, across diverse teams, with demonstrated ability to meet or exceed client SLAs, goals, and KPIs
• Strong interpersonal relations, rapport building, and emotional intelligence
• Demonstrated ability to prioritize and manage, multiple and competing demands for multiple stakeholders; adaptable to change<