What are the responsibilities and job description for the Senior LTC Claims Representative (LTC Estate Resolution Representative) position at Genworth?

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 LTC Claims Representative (LTC Estate Resolution Representative)

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. Long Term Care is transforming and with transformation comes the potential for constant change. You will support our customer centric culture as a customer advocate by proactively providing accurate and timely information for the customer to be fully informed during the estate resolution process. You will, as a member of the Estate Resolution Team, partner closely with the Payment, Eligibility, and Contact Center teams to provide an extraordinary and empathetic experience for our customers.

You will work in a fast-paced environment across multiple products, gathering pertinent information to help ensure that policy and claims handling follows policy provisions, internal guidelines, and Compliance requirements. You will also be responsible for the processing, payment, and closure of long-term care policies and claims. We operate daily with integrity and character to achieve outstanding results.

What you will be doing

To ensure excellence in our relationship with our customer, you will be responsible for incoming and outgoing calls to insureds, caregivers, facilities and other persons or entities involved in the managing of the policy and claim to enhance the customer experience.

Make the complex seem simple - through your understanding of policy, claim, and product knowledge you will educate and answer questions on the Estate Resolution process.

In support of our focus on 'team' vs 'individual', you will effectively manage and prioritize work queues and multiple job responsibilities in a fast-paced environment.

You will be accountable for recognizing and working within a structured environment with clearly defined Standard Operating Procedures, to ensure consistency of policy and claims practices and resolution and may also provide support to updating and creating these procedures.

You will be responsible for documenting all calls clearly and concisely and complete all necessary follow-up work.

Collaboration and effective communication are important; you will seek solutions rather than just identify problems.

You will partner with your team to research, analyze and communicate any changes to the Company's policies and procedures around legal documentation. This includes partnership with other business areas to ensure consistent practices across the business.

Remains current on changes to product offerings, processes, and operational procedures to ensure compliance.

To support our customers and our business needs, you may be asked to do work outside of this role for periods of time; training and / or guidance will be provided if so.

You will be expected to have consistent, reliable and predictable attendance to support the needs of the business.

To maintain a highly engaged organization of professional employees, you will uphold the Genworth culture in every interaction.

What you bring

High school diploma or equivalent

Ability to work scheduled hours between 8 : 30 AM - 5 : 00 PM. This may change in the future based on business needs.

Minimum of 12 months experience in adjudication Long Term Care Claims as an LTC Senior Claims Representative

Your work exhibits these qualities : critical thinking, problem solving, conflict resolution and collaboration

Proven ability to communicate effectively both in written and oral communication along with experience in using Windows applications (e.g., letter writing, spreadsheets, databases)

Strong learning agility

Nice to have

Familiarity with Genworth LTC Systems (i.e. PEGA, CLOAS, EWD and / or Calypso)

Due to experience or education, you possess knowledge of medical terminology and diseases / diagnoses and can understand and interpret state law, contract language, disability processes, nursing home licensing and rehabilitative 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

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Senior LTC Claims Representative (LTC Estate Resolution Representative)

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