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Care & Wellness Education & Coaching Specialist

4 months ago

Richmond, United States Genworth Full time

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 & Wellness Education & Coaching Specialist

    

POSITION LOCATION

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 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 & Wellness Education & Coaching Specialist will be part of a team that delivers a pre-claim 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 and 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 provides topic-based education, resources, and suggestions for successful aging in place to policyholders and caregivers.

What you will be doing

  • You will be responsible for the ongoing (post-initial steps) related to this pre-claim program:

    • Completing topic-based assessments with the policyholder and/or their family member after they have completed an initial comprehensive assessment.

    • Collaborating with the policyholder and/or family member to establish related goals and action steps.

    • Researching resources in their area to assist them with these goals.

    • Following up with them regarding goal attainment.

    • When applicable, provide guidance and instruction on use of daily living aids.

    • Setting up next program steps for them with a colleague based on their immediate need, if applicable.

  • You will be able to comprehensively assess and address the insured’s biological, psychological, environmental, and/or 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 ongoing assessments/calls to best understand their needs.   

  • You will be one of the policyholder’s initial contacts with Genworth at a time of need for them. You will need to be personable, empathetic, knowledgeable, and genuinely invested in providing excellent customer service during this important relationship building interaction. You will be prepared for the occasional challenging or emotional conversation.

  • You will feel comfortable developing a warm and professional rapport with the insured’s family and when appropriate, will effectively integrate them into the assessment/follow up calls.

  • You will be able to synthesize assessment (initial and/or ongoing) results to make suggestions on appropriate pre-claim interventions within a program.

  • You will analyze possible solutions using standard procedures or methodology.

  • You will be able to anticipate and help the insured and family members to problem solve common barriers to aging in place and will adjust goal setting as appropriate to motivate and engage.

  • You will need to be comfortable providing intermediate level education on various medical specialties, durable medical equipment options, home modification options, and local/state/federal resources and services. You will feel comfortable doing research for resources for the insured and be comfortable advocating for them as appropriate.

  • You have a strong clinical knowledgebase to be able to provide education on common medical conditions using understandable terms for both older adults and their families. You will need to be comfortable providing coaching to caregivers on how to best support the insured.

  • You will work independently and in an interdisciplinary team environment and will manage and prioritize a work queue and multiple job responsibilities while being openness to cross-functional assignments within the position/team. You will be comfortable with working with others with diverse skills, communication styles, and viewpoints. You will have extremely strong organizational skills, be a self-starter, help to resolve customer questions, and manage your own workflow. You will provide feedback on process improvement opportunities, coach peers as appropriate, and be a proactive team member in enhancing the organization’s performance and results.

What you bring

  • Passion working with older adults and their family members.

  • At least 2 years of supervised care management experience with older adults and their families.

  • 5-7 years of professional experience working with older adults and their families (home care, home health, hospice, hospital, nursing home, area agency on aging, or community placements).

  • College degree 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.

  • 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 Medicare.

  • Superior written and verbal communication and customer service skills.

  • Ability to meet weekly productivity standards and maintain a high level of quality.

  • Able to effectively motivate individuals with post-operative musculoskeletal, neurological and general acute problems.

  • Able to creatively research, communicate and execute sound interventions with moderate guidance and direction.

  • 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 & workflow systems.

Preferred Qualifications

  • Graduate degree, certificate, or training in gerontology/geriatrics.

  • Certification and/or license in a field related to care management.

  • Experience with compensatory strategies, improving executive function, patient advocacy, wellness coaching, and/or providing dementia care.

  • Personal or professional experience with caregiving.

  • Prior experience working in a corporate environment.

  • Experience with using a CRM.

  • Telephone case management experience.

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 $48,600 up to the maximum of $104,800. An employee’s pay position within the base salary pay range will be based on several factors at the time of this job posting including but not limited to geographic location, licensing, experience, and qualifications. 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 to ensure pay equity within the organization.