About CareScout
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.  
    
POSITION TITLE
Provider Network Operations Manager
    
POSITION LOCATION
Remote US
    
YOUR ROLE
The Manager of Provider Network Operations will be leading provider orientations, developing educational programs and liaising with home care and assisted living providers. This role will be overseeing addressing operational issues with internal teams, analyzing provider performance data, and improving operational policies, including contributing to strategic planning and process improvements to enhance provider engagement and network quality. What you will be doing
- Lead and continuously enhance provider orientations to ensure seamless integration into network standards, while identifying opportunities to improve efficiency, engagement, and long-term provider success.
- Develop educational programming, including webinars, for CQN providers
- Interact and communicate with home care and assisted living providers for questions and guidance
- Partner with the Quality Care team and Family Experience Team to design, administer, and analyze the CQN provider survey process; translate insights into actionable improvement plans and track progress toward network goals.
- Maintain ownership of key initiatives, including provider orientations, committee "Look Backs," provider record management, reporting and documentation standards, and provider termination support.
- Serve as the strategic liaison between providers and internal teams to address operational issues such as invoicing, disputes, feedback, and performance concerns in a professional and timely manner.
- Cross functional collaboration among departments, including sales, credentialing, and provider support/services to improve provider engagement
- Analyze provider performance data, trends, and benchmarks to identify opportunities for targeted interventions and network improvements.
- Drive the development, documentation, and continuous improvement of operational policies and procedures related to provider management; identify process gaps and develop scalable solutions.
- ​Contribute to annual goal setting, strategic network planning, and process improvement initiatives that enhance provider experience and operational quality across the network. ​


What you bring
- Bachelor’s degree in business administration, or health related degree.
- 7+ year's experience with managing provider network and provider relations.
- Operational excellence - Proven track record in managing complex operational processes and driving efficiency improvements
- Strategic thinking - Ability to develop scalable solutions and long-term vision for network growth and optimization
- Relationship management expertise - Strong interpersonal skills with experience building and maintaining professional partnerships, comfortable engaging with diverse stakeholders via phone and in-person meetings
- Clear communication skills - Excellent written and verbal communication abilities, with experience providing instructional guidance and setting clear partnership expectations
- Project management proficiency - Demonstrated ability to follow through on commitments, manage multiple priorities, and ensure timely project completion
- Account management experience - Understanding of client relationship dynamics, performance monitoring, and issue resolution processes

Nice to have
- Industry knowledge - Familiarity with the aging care ecosystem, including assisted living communities, in-home care agencies, or other long-term care providers
- Customer service background - Experience in complaint resolution, managing customer feedback, or working in customer-facing roles
- Healthcare or insurance industry experience - Understanding of compliance requirements, quality metrics, or regulatory environments
- Training and development experience - Background in creating educational content, facilitating webinars, or conducting professional training sessions ​


Employee Benefits & Well-Being
Genworth 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 Incentives
- Comprehensive Healthcare Coverage
- Multiple 401(k) Savings Plan Options
- Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
- Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
- Disability, Life, and Long Term Care Insurance
- Tuition Reimbursement,  Student Loan Repayment and Training & Certification Support
- Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
- Caregiver and Mental Health Support Services

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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
Senior Customer Service Representative
*We are actively recruiting for multiple opportunities within our Policyholder Services and Long Term Care Claims departments.*    
POSITION LOCATION
These positions are available to 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.

SCHEDULED HOURS
During training, your hours will be 8:00 AM-5:00 PM EST. Once training is complete, your regular schedule will be 9:30 AM-6:00 PM EST. Schedule may adjust slightly in the future based on business needs. Candidates are expected to have consistent, reliable and predictable attendance during the duration of virtual classroom training and upon successful completion of training to support the needs of our customers.
YOUR ROLEAs 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. Do you want a career where you can make an impact every day? As a member of the Long Term Care team at Genworth, you will impact the millions of customers that trust us with their insurance. In the role of Senior Customer Service Representative, you will be responsible for answering inbound calls from policyholders and their representatives that have questions regarding an existing Long Term Care policy. You will be the voice of Genworth, responsible for delivering excellent customer service, operating in a culture centered around teamwork and collaboration. You will be in a front line, customer interactive position, providing timely and accurate information directly to customers and processing transactions to meet the customers’ needs.  You will be expected to meet or exceed individual and team phone service metrics, to engage with the business in personal and professional development, and to collaborate effectively with peers in a team atmosphere. You’ll use the training you receive to help both our customers and their families navigate their decision to combat the financial challenges of aging.WHAT YOU WILL BE DOING
- Respond to customer inquiries via inbound phone calls and written correspondence; may also initiate outbound calls, as needed.

- Review, analyze and process customer transactions such as address changes, stop payments, and related requests to ensure timely resolution.

- Ability to navigate multiple systems and screens simultaneously while speaking to a customer.

- Communicate daily with internal and external customers to provide guidance on product features, processes, and new product and service offerings.

- Champion the customer experience by ensuring satisfaction through ongoing education and support.

- De-escalate challenging situations by analyzing issues, collaborating with partners, and resolving complex customer concerns.

- Maintain the accuracy and integrity of customer accounts through call follow-up, documentation, and work item management.

- Continue skill development to confidently handle more complex interactions, demonstrate leadership qualities, and actively contribute to ongoing service improvements and enhance customer experiences.



WHAT YOU BRING
- Strong customer service skills with at least 2 years of experience, preferably in a call center environment

- High school diploma or military experience

- Ability to successfully complete virtual “classroom” training prior to transitioning into job responsibilities; this requires being on-camera, actively participating, and meeting all training requirements.

- Proficient with Microsoft Office applications, including Outlook, Teams, Word, and Excel.

- Professional, empathetic demeanor in all interactions, with a strong commitment to serving and supporting customers, particularly within the aging population.

- Ability to manage multiple tasks and deadlines in a fast-paced environment while maintaining accuracy and quality.

- Strong critical thinking, problem-solving, conflict resolution, and collaboration skills

- Clear verbal and written communication skills, with the ability to explain insurance products, benefits, and options.

- Flexibility to adapt to increased seasonal volume, adjustments to changing work schedules to meet our customers’ needs, and process changes to support business needs.

- Reliable high-speed internet (minimum 50 Mbps), with consistent bandwidth that is not subject to frequent throttling.

- A dedicated, distraction-free home office set up, including a desk or workstation suitable for full-time remote work.

- Ability to be on camera to perform the essential functions of your role; including trainings, meetings, and other collaborative activities.



NICE TO HAVE
- Associate or Bachelor’s Degree

- Prior experience in the insurance industry

- Familiarity with HIPPA requirements



EMPLOYEE BENEFITS & WELL-BEING
Genworth 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 Incentives

- Comprehensive Healthcare Coverage

- Multiple 401(k) Savings Plan Options

- Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)

- Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave

- Disability, Life, and Long-Term Care Insurance

- Tuition Reimbursement, Student Loan Repayment and Training & Certification Support

- Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)

- Caregiver and Mental Health Support Services



ADDITIONAL
The base salary pay range for this role starts at a minimum rate of $43,200 up to the maximum of $66,400.  In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 5% of your base compensation.  The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.
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