Associate Care & Wellness Program Enrollment Specialist

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

Associate Care & Wellness Program Enrollment Specialist

POSITION LOCATION

Richmond or Lynchburg, VA
This position is available to Virginia residents as Richmond, Virginia in-office applicants 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

The Associate Care & Wellness Program Enrollment Specialist will be part of a team that delivers a long-term care insurance program designed to help policyholders live healthier longer and provide education to those who support them. You will be responsible for providing person-centered, strengths & evidence-based, short-term care management services to long-term care insurance policyholders who are interested in aging at place at home. These policyholders may have had recent functional or cognitive changes. This role specifically influences policyholders and caregivers to participate in the program and performs high level telephonic assessments to determine their key risks to aging in place.

What you will be doing

• You will be responsible for all of the initial steps related to supporting the program:

• Responding to inbound calls and inquiries about the program.

• Researching any prior claim activity and questions or spousal claim activity.

• Making outbound calls to policyholders and family members to educate about the program and influence them to participate.

• Use standardized tools to comprehensively assess the policyholder and/or family member.

• Reviewing program recommendations with the policyholder and/or family member and influencing them to take actions.

• Setting up next program steps for the policyholder and/or family member with a colleague on your team based on their needs.

• You may be reviewing the policyholder’s claim intake call and any prior claim information, in addition to your call, to best understand their current situation. You will use clinical judgment to discern if they are appropriate candidates for intervention or if they need additional care.

• You will be able to comprehensively assess and address the insured’s biological, psychological, environmental, and social needs.

• You will have exceptionally strong phone skills (e.g. empathetic tone, patience, warm voice) and use active listening and motivational interviewing skills during the assessment to best understand the policyholder’s needs. You will be able to synthesize assessment results to make recommendations on appro