Care Management Team Manager - LTC Claims

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day.

We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

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.

POSITION TITLE
Care Management Team Manager - LTC Claims

POSITION LOCATION
This position is available to Virginia residents as Richmond or Lynchburg, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE
As an Operations team member, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. The Care Management Team Manager will have the exciting opportunity to strategically expand and advance Claims’ existing Care and Case Management teams, partnering with our Chief Medical Officer and other external parties. The Care Management Team Manager will lead a small team of both clinical and adjudication associates who will handle or review specific types of on/ post claims. This position will promote the provision of evidence-based, short-term case management services to long-term care insurance policyholders who have a high probability of recovering from a functional or cognitive loss.

What you will be doing

• Drive individual and team accountability, motivate, and manage the team to meet and exceed service goals to increase productivity, resulting in quality efficient service provision. Manage internal and external customer escalations, ensuring appropriate follow up. Develop Standard Operating Procedures and identify tracking methodologies.

• Communicate effectively with employees to provide coaching and feedback, identify development opportunities pertaining to personal and professional growth, and reinforce positive results, taking corrective action as necessary. Facilitate meetings to review complex claims and ensure appropriate risk management.

• You will work independently, in a team environment, and will manage and prioritize a work queue and multiple job responsibilities. You will identify process improvement opportunities, provide feedback on processes and the case management model, as well as be a critical team member in enhancing the team’s performance and results.

• Function as a liaison between the Care Management team and other Claims departments or Genworth departments who would benefit from partnership. Departments may include Intake, Payments, Customer Service, Government Relations, Legal/Compliance, and vendors.

• Develop and maintain partnerships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures. Promote a sense of teamwork within the team and company. Work with leadership to understand business strategy, direction, tactical and strategic requirements and recommend process improvements as appropriate.

What you bring

• Bachelor’s degree

• Ability to understand and Interpret Insurance Contracts and Long-Term Care Benefits.

• A minimum of 5 years of supervised case managem