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 management experience with older adults and their families (hospital, nursing home, or community placements).
Work effectively in a team environment or independently. Professional and personal effectiveness in establishing relationships with customers, care providers, discharge planners, vendors, peers and Claims associates.
Able to effectively motivate individuals with post-operative musculoskeletal, neurological and general acute problems and communicate and execute appropriate Plans of Care.
Able to understand disease progression and recovery expectations. Understanding of single and cumulative medical conditions (particularly those common in the aging process), including their effect on physical/cognitive function, as well as their prognosis and rehabilitative potential.
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 $56,500 up to the maximum of $104,800. 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 7% 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.
