Manager – Connect Team, CareScout

About CareScout

Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system – and we are deeply committed to a sense of belonging for all, in all phases of life. We’re creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us! CareScout is a wholly owned subsidiary of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.

Job Summary

You will coach, motivate, and lead a high performing team responsible for supporting care-seekers through various stages in their journey, including but not limited to: providing education and guidance to inform decisions, contacting providers to find necessary services and partnering with families to ensure support. Through outbound call campaigns, this team will also actively engage with customers to ignite interest in CareScout service offerings. This team will support clients, family members, facilities, and/or agencies through inbound, outbound calls, webforms, email and chat. You will also utilize data to effectively manage the team including daily work assignment and workload monitoring as well as providing long term care industry expertise to meet the needs of our customers and ensure the team operates at maximum efficiency.

Key Responsibilities

• Use patient-centered knowledge of care providers and caregiving services to provide expert guidance to individuals, for excellence in customer service, and to leadership, for excellence in building out new care solutions for market.
• Provide education and advocacy for aging population and caregivers on community resources, home health options, LTC planning and care providers.
• Support the continued build out of the CareScout Quality Network through engagement exercises, ideation, and system enhancements.
• Handle customer escalations that the Connection Representatives and Lead Connection Representatives may not be able to resolve.
• Creation of scripting, job aids and workflow processes.
• Own Quality Assurance for the Connect Team by reviewing calls and casework against pre-determined QA standards and goals.
• Lead and participate in strategic projects to drive process efficiencies, build scale and inspire excellence.
• Provide oversight of the processes and guidance on workflow as needed to ensure efficient and effective handling of care seeking cases; this will include team workflow documents, training documents and Figma boards.