CareScout
Provider Support Specialist
CareScout, Richmond, Virginia, United States, 23214
About CarescoutJoin 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.
POSITION TITLE
Customer Support Specialist
POSITION LOCATION
RemotRichmond VA
YOUR ROLE
As the Customer Support Specialist for CareScout Services, you will play a critical role in the execution of CareScout Services strategic initiatives and external-facing activities. Your experience, skills, and expertise will be utilized to provide proactive and exceptional service and support in an omni channel environment. This is an excellent opportunity to work collaboratively as part of a high-impact, mission-critical team while assuming additional responsibilities to expand knowledge and skills.
What you will be doingResponding to customer queries in a timely, effectively, and in a professional manner, via phone, email, social media, and chat applicationsGuiding and supporting customer's needs and recommending solutions with personalized, timely and relevant assistance.Providing website navigation support, updating customers' accounts, and providing insight specific to each customerConduct provider orientation/implementation, including education on invoice validation, member eligibility, and profile managementResponsible for invoice validation as well as responding to customer invoice inquiries.Providing website/application navigation support and insight specific to the customer needsCompiling and reviewing reports when requestedUtilizing CRM (Dynamics 365) for servicing and transactional support and maintaining customer and provider account detail informationIdentifying improvement to current products, systems and procedures by documenting processes and logging, resolving, troubleshooting inquiries.Capturing customer feedback and new business opportunities and sharing the findings with the customer experience manager, product managers, Sales and Network Management Teams for reporting.Collaborating with customer experience manager, network management, marketing, sales and product teams to enhance customer service and brand awareness to customersAligning and rolling out provider marketing initiatives and communications in an omni channel approachSupporting implementation of new product and service offeringsHelping in performing product tests, evaluating after-sales and support services to keep fine-tuning the customer's experienceWhat you bring
BA/BS or equivalent experienceHome Care/Home Health Agencies/ Assisted Living/ Skilled Nursing Facilities and Adult Day CareExperience in Provider Networks, Long Term Care process and services (Preferred)2- 4 years' experience as a customer experience specialist, provider support role, or a similar customer support role and a customer-first mindsetInbound and Outboard call environment experienceMust have the ability to work independently and drive change but also be a team playerMulti-tasking abilities and work with a sense of urgencyAbility to switch gears and take on various administrative tasks as requestedQuick Learner; able to learn new technological platforms and web infrastructureAbility to think critically and problem-solve quickly, as well as be comfortable adapting to new experiences and changeAbility to work cross - functional across business units i.e. product, marketing, salesPossess a positive, self-starter attitude that performs well without direct supervisionProficiency in Microsoft Suite such as Word, Excel, Power Point, SharePoint, Teams Outlook and CRM software such as Dynamics 365Experience with other applications Monday, Notion, CLM-DocuSign, Figma, Miro (Preferred)Employee Benefits & Well-Being
CareScout 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 IncentivesComprehensive Healthcare CoverageMultiple 401(k) Savings Plan OptionsAuto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)Generous Paid Time Off - Including 12 Paid Holidays, Volunteer Time Off and Paid Family LeaveDisability, Life, and Long-Term Care InsuranceTuition Reimbursement, Student Loan Repayment and Training & Certification SupportWellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)Caregiver and Mental Health Support Services
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.
POSITION TITLE
Customer Support Specialist
POSITION LOCATION
RemotRichmond VA
YOUR ROLE
As the Customer Support Specialist for CareScout Services, you will play a critical role in the execution of CareScout Services strategic initiatives and external-facing activities. Your experience, skills, and expertise will be utilized to provide proactive and exceptional service and support in an omni channel environment. This is an excellent opportunity to work collaboratively as part of a high-impact, mission-critical team while assuming additional responsibilities to expand knowledge and skills.
What you will be doingResponding to customer queries in a timely, effectively, and in a professional manner, via phone, email, social media, and chat applicationsGuiding and supporting customer's needs and recommending solutions with personalized, timely and relevant assistance.Providing website navigation support, updating customers' accounts, and providing insight specific to each customerConduct provider orientation/implementation, including education on invoice validation, member eligibility, and profile managementResponsible for invoice validation as well as responding to customer invoice inquiries.Providing website/application navigation support and insight specific to the customer needsCompiling and reviewing reports when requestedUtilizing CRM (Dynamics 365) for servicing and transactional support and maintaining customer and provider account detail informationIdentifying improvement to current products, systems and procedures by documenting processes and logging, resolving, troubleshooting inquiries.Capturing customer feedback and new business opportunities and sharing the findings with the customer experience manager, product managers, Sales and Network Management Teams for reporting.Collaborating with customer experience manager, network management, marketing, sales and product teams to enhance customer service and brand awareness to customersAligning and rolling out provider marketing initiatives and communications in an omni channel approachSupporting implementation of new product and service offeringsHelping in performing product tests, evaluating after-sales and support services to keep fine-tuning the customer's experienceWhat you bring
BA/BS or equivalent experienceHome Care/Home Health Agencies/ Assisted Living/ Skilled Nursing Facilities and Adult Day CareExperience in Provider Networks, Long Term Care process and services (Preferred)2- 4 years' experience as a customer experience specialist, provider support role, or a similar customer support role and a customer-first mindsetInbound and Outboard call environment experienceMust have the ability to work independently and drive change but also be a team playerMulti-tasking abilities and work with a sense of urgencyAbility to switch gears and take on various administrative tasks as requestedQuick Learner; able to learn new technological platforms and web infrastructureAbility to think critically and problem-solve quickly, as well as be comfortable adapting to new experiences and changeAbility to work cross - functional across business units i.e. product, marketing, salesPossess a positive, self-starter attitude that performs well without direct supervisionProficiency in Microsoft Suite such as Word, Excel, Power Point, SharePoint, Teams Outlook and CRM software such as Dynamics 365Experience with other applications Monday, Notion, CLM-DocuSign, Figma, Miro (Preferred)Employee Benefits & Well-Being
CareScout 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 IncentivesComprehensive Healthcare CoverageMultiple 401(k) Savings Plan OptionsAuto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)Generous Paid Time Off - Including 12 Paid Holidays, Volunteer Time Off and Paid Family LeaveDisability, Life, and Long-Term Care InsuranceTuition Reimbursement, Student Loan Repayment and Training & Certification SupportWellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)Caregiver and Mental Health Support Services