Associate Care & Wellness Program Enrollment Specialist

Genworth Financial, Inc.; Richmond (VA); Hybrid; USD 52,700 - 76,000; Full time

Benefits offered by this job

Competitive Compensation & Total Rewards

Comprehensive Healthcare Coverage

401(k) Savings Plan Options

Generous Paid Time Off

Tuition Reimbursement

Wellness support services

Job summary

Genworth Financial, Inc. is seeking an Associate Care & Wellness Program Enrollment Specialist in Richmond or Lynchburg, VA. The role involves providing person-centered care management services for long-term care insurance policyholders, assisting them to age in place.

Candidate must have 2–5 years of experience with older adults and relevant educational qualifications. Benefits include competitive compensation, comprehensive healthcare, and generous paid time off.

Qualifications

• 2–5 years of professional experience with older adults and their families.
• Understanding of medical conditions and their effects on cognitive function.
• Desire to learn how to interpret Long Term Care Insurance contracts.

Responsibilities

• Respond to inquiries about the program.
• Perform high-level telephonic assessments.
• Influence policyholders to participate in the program.

Skills

Communication Skills

Customer Service

Empathy

Motivational Interviewing

Education

College degree or certification in care management

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Position Title

Associate Care & Wellness Program Enrollment Specialist

Position Location

Richmond or Lynchburg, VA. This position is available to Virginia residents in‑office 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, NewYork, NorthCarolina, NorthDakota, Ohio, Oklahoma, Pennsylvania, RhodeIsland, SouthCarolina, SouthDakota, Tennessee, Texas, Virginia, WashingtonDC, Vermont, WestVirginia 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

• 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.
• Reviewing the policyholder’s claim intake call and any prior claim information, in addition to your call, to best understand their current situation.
• Using clinical judgment to discern if they are appropriate candidates for intervention or if they need additional care.
• Providing a comprehensive assessment of the insured’s biological, psychological, environmental, and social needs.
• Demonstrating exceptional phone skills (empathetic tone, patience, warm voice) and using active listening and motivational interviewing skills.
• Synthesizing assessment results to make recommendations on appropriate interventions within the program.
• Acting as the policyholder’s initial contact with Genworth at a time of need.
• Providing education on aging resources, medication management, and daily living aids.
• Conducting internet research for resources and advocating for the insured.
• Providing preliminary coaching to caregivers on how to best support the insured.
• Solving routine standard problems for policyholders and their families using internal resources.
• Using escalation paths to address questions when necessary.
• Working independently and in an interdisciplinary team environment, managing a work queue and multiple responsibilities.
• Maintaining an open mindset to cross‑functional assignments.
• Demonstrating strong organizational skills and self‑start.
• Providing feedback on process improvement opportunities and coaching peers.

What you bring

• Passion working with older adults and their family members.
• 2–5 years of professional experience with older adults and their families (home care, home health, hospice, hospital, nursing home, area agency on aging, or community placements).
• College degree or certification/license in a field related to care management (child and family studies, counseling, gerontology, human services, public health, sociology, marriage and family therapy, recreational therapy, respiratory therapy, mental health, nursing, occupational therapy, physical therapy, speech and language therapy, psychology, rehabilitation or social work) or equivalent work experience.
• Experience with recruiting, selling, or program enrollment geared towards seniors.
• Experience with performing assessments for older adults and caregivers.
• Superior written and verbal communication and customer service skills.
• Ability to meet weekly productivity standards and maintain a high level of quality.
• Ability to effectively motivate individuals with post‑operative musculoskeletal, neurological and general acute problems.
• Demonstrated experience in making sound business decisions using risk management and quality protocols.
• Work effectively in a team environment and independently.
• Professional and personal effectiveness in establishing relationships with a variety of internal and external customers.
• Desire to learn how to interpret Long Term Care Insurance contracts and benefits.
• 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.
• Good working knowledge of systems applications (e.g., WORD, EXCEL, PowerPoint, etc.).
• Willingness to learn claims and workflow systems.

Nice to have

• Certification or license in a field related to care management (child and family studies, counseling, gerontology, human services, public health, sociology, marriage and family therapy, recreational therapy, respiratory therapy, mental health, nursing, occupational therapy, physical therapy, speech and language therapy, psychology, rehabilitation or social work).
• Strong knowledge of care, treatment, community programs, equipment and devices used to assist individuals with functional & cognitive impairments in regaining optimal independence.
• Strong knowledge of senior/geriatric/home health care, continuum of care, long‑term care insurance and/or the Medicare program.
• Personal or professional experience with caregiving.
• Prior experience working in a corporate environment.
• Experience with using a CRM.
• Telephonic case management experience.

Employee Benefits & Well‑Being

• Competitive Compensation & Total Rewards
• Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options with 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

Salary

National Range: $52,700- $76,000. High‑Cost Range (includes NewYork): $65,900- $96,000. This role is aligned to a national market‑based pay range. Actual compensation will vary based on geographic location, experience, skills, and other job‑related factors. In addition to base salary, this role is eligible to participate in a bonus incentive plan. Incentive compensation is based on individual and company performance and is not guaranteed.

Additional Information

This role is not eligible for employment visa sponsorship.

Equal Opportunity Employer

Genworth is a proud equal opportunity employer. All hiring decisions are based on merit, qualifications, and business need. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristics.