Genworth
Long Term Care Claims Representative – Payment Servicing
Genworth, Denver, Colorado, United States
Long Term Care Claims Representative – Payment Servicing
Position Location: Remote applicants in 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, Wisconsin.
Scheduled Hours: During training 8:00 AM‑5:00 PM EST. After training schedule remains 8:00 AM‑5:00 PM EST. Attendance during virtual classroom training and after completion is mandatory.
As an Operations team member, you’ll play a crucial role in delivering world‑class customer service to policyholders. You will support our customer‑centric culture by proactively providing accurate and timely information throughout the claims process and will manage the processing and payment of long‑term care claims.
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 payments.
Interact with policy holders, powers of attorney, agents, facilities, and other entities via incoming and outbound calls.
Collaborate and communicate effectively; seek solutions rather than just identify problems.
Occasionally provide training and support to others, including creating training materials, mentoring, and participating in buddy programs.
Share insights and best practices within Payment Servicing and with supporting departments such as QA, IT, Compliance, Eligibility, and Contact Center.
Maintain flexibility to perform tasks outside the role as needed.
Participate in virtual classroom training for the first several months; complete all training requirements, including on‑camera participation.
Work remotely from a safe, secure, and distraction‑free workspace with a stable high‑bandwidth internet connection (50 Mbps).
What You Bring
Minimum 2 years’ experience in professional customer service in a corporate setting, preferably with medical or financial background or specifically in Long Term Care.
High School diploma or equivalent military experience.
Ability to complete virtual classroom training and remain on‑camera during sessions.
Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint, Teams).
Professional, empathetic demeanor; strong commitment to serving aging customers.
Knowledge of medical terminology, disease/diagnoses, contract language, disability processes, nursing home licensing, and rehabilitative requirements.
Strong critical thinking, problem‑solving, conflict resolution, and collaboration skills.
Clear verbal and written communication skills; ability to explain insurance products and options.
Ability to toggle between multiple monitors for productivity.
A dedicated, distraction‑free home office set up suitable for full‑time remote work.
Nice to Have
Associate or Bachelor’s Degree.
Prior experience in the insurance industry.
Familiarity with HIPAA requirements.
Employee Benefits & Well‑Being
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 – 12 Paid Holidays, Volunteer Time Off, 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.
Caregiver and Mental Health Support Services.
Additional Earnings: Base salary range $43,200–$66,400, with incentives up to 5% of base compensation.
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Scheduled Hours: During training 8:00 AM‑5:00 PM EST. After training schedule remains 8:00 AM‑5:00 PM EST. Attendance during virtual classroom training and after completion is mandatory.
As an Operations team member, you’ll play a crucial role in delivering world‑class customer service to policyholders. You will support our customer‑centric culture by proactively providing accurate and timely information throughout the claims process and will manage the processing and payment of long‑term care claims.
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 payments.
Interact with policy holders, powers of attorney, agents, facilities, and other entities via incoming and outbound calls.
Collaborate and communicate effectively; seek solutions rather than just identify problems.
Occasionally provide training and support to others, including creating training materials, mentoring, and participating in buddy programs.
Share insights and best practices within Payment Servicing and with supporting departments such as QA, IT, Compliance, Eligibility, and Contact Center.
Maintain flexibility to perform tasks outside the role as needed.
Participate in virtual classroom training for the first several months; complete all training requirements, including on‑camera participation.
Work remotely from a safe, secure, and distraction‑free workspace with a stable high‑bandwidth internet connection (50 Mbps).
What You Bring
Minimum 2 years’ experience in professional customer service in a corporate setting, preferably with medical or financial background or specifically in Long Term Care.
High School diploma or equivalent military experience.
Ability to complete virtual classroom training and remain on‑camera during sessions.
Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint, Teams).
Professional, empathetic demeanor; strong commitment to serving aging customers.
Knowledge of medical terminology, disease/diagnoses, contract language, disability processes, nursing home licensing, and rehabilitative requirements.
Strong critical thinking, problem‑solving, conflict resolution, and collaboration skills.
Clear verbal and written communication skills; ability to explain insurance products and options.
Ability to toggle between multiple monitors for productivity.
A dedicated, distraction‑free home office set up suitable for full‑time remote work.
Nice to Have
Associate or Bachelor’s Degree.
Prior experience in the insurance industry.
Familiarity with HIPAA requirements.
Employee Benefits & Well‑Being
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 – 12 Paid Holidays, Volunteer Time Off, 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.
Caregiver and Mental Health Support Services.
Additional Earnings: Base salary range $43,200–$66,400, with incentives up to 5% of base compensation.
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