Long Term Care Claims Representative – Payment Servicing

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

Long Term Care Claims Representative – Payment Servicing 

POSITION LOCATION

This position is 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 8:00 AM-5:00 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 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 Claims is transforming and with transformation comes the potential for constant change. You will support our customer centric culture by proactively providing accurate and timely information to ensure policyholders are fully informed during the claims process. You will, as a member of the Payment Servicing Team, partner closely with the Eligibility and Contact Center teams to provide an extraordinary claims experience for our customers. You will work in a fast -paced environment across multiple products, ensuring claims handling follows policy provisions, internal guidelines, and Compliance requirements and will be responsible for the processing and payment of long-term care claims. We operate daily with integrity and character to achieve outstanding results.  
 

What you will be doing

• Manage and prioritize a work queue and multiple responsibilities in a fast-paced environment with aggressive deadlines.

• Adhere to Standard Operating Procedures to ensure consistency in claims practices and resolution.

• Make complex claim-payment decisions based on knowledge and policy provisions

• Apply critical thinking and problem-solving skills to adjudicate claims, process transactions, and process payments

• Interact with Policy Holders, Powers of Attorney, Agents, Facilities and other entities involved in the claims experience via incoming and outbound calls.

• Collaborate and communicate effectively; you will seek solutions rather than just identify problems and will partner with teams across sites to achieve common goals.  

• Occasionally provide training and support to others, including creating training materials, mentoring, and participating in buddy programs.

• Share insights, best practices, and knowledge within Payment Servicing and with supporting departments such as QA, IT, Compliance, Eligibility, and Contact Center.

• Maintain the required flexibility to perform tasks outside of the role as needed, with provided training and guidance.

• Participate in virtual classroom training for the first several months, actively engaging and completing all training requirements.  Employees are required to be on camera during all training sessions, meetings, and as needed per request.

• While working remotely, employees will provide a safe and secure workspace that is free of distractions.  Additionally, employees must retain a stable and secure internet service provider with the bandwidth and speed to maintain network connectivity (50 mbps).

What you bring

• Minimum High School diploma, college degree preferred

• Minimum 2 years’ experience in providing professional customer service, preferably in a corporate setting such as medical, financial background, or specifically in Long Term Care.

• You demonstrate exceptional communication skills, both written and oral.

• You exhibit qualities such as critical thinking, problem-solving, conflict resolution, and collaboration.

• Your experience or education has provided you with knowledge of medical terminology, diseases/diagnoses, and the ability to understand and interpret contract language, disability processes, nursing home licensing, and rehabilitative requirements.

• Proficient with Microsoft Office applications (e.g., Word, Excel, Outlook, PowerPoint, Teams, etc.)  

• Ability to toggle between multiple monitors for optimal and efficient productivity  

• Previous experience in the insurance industry preferred ​ 

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.