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Senior Claims Representative - LTC Payment Servicing

Company: Genworth
Location: Richmond
Posted on: May 28, 2023

Job Description:


Senior Claim Representative - LTC Claims Ongoing/Initial Eligibility


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 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.

Long Term Care Claims 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 in order for the customer to be 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.

At Genworth, we are committed to caring for our customers and for the safety of our colleagues. If you are working remotely, or during inclement weather/other circumstances which may make the office inaccessible, high speed internet is required and a distraction free area is preferred.
We operate daily with integrity and character to achieve outstanding results.


  • Through the use of critical thinking and problem solving, you will make claim decisions and process transactions based on the claimant's policy and other information provided.
  • To ensure excellence in our relationship with our customer, you will be responsible for incoming and outgoing calls to claimants, caregivers, facilities and other persons or entities involved in the claim to enhance the customer experience
  • In support of our focus on 'team' vs 'individual', you will effectively manage and prioritize a work queue and multiple job responsibilities in a fast-paced environment, frequently with aggressive deadlines.
  • You will be accountable for recognizing and working within a structured environment with clearly defined Standard Operating Procedures, to ensure consistency of claims practices and resolution. You will also be responsible for making complex decisions based on experience and sound judgment for situations not specifically defined in those procedures.
  • Collaboration and effective communication are important; you will seek solutions rather than just identify problems and will partner with teams across sites to achieve common goals.
  • You may occasionally be asked to help deepen others' understanding of our processes and provide support as they grow in their role. This includes, but is not limited to, training/creating training material, side-by-side, group adjudication support, mentoring, and participating in buddy programs.
  • As part of our collaborative organization, you will provide insights, best practices, and share knowledge within Payment Servicing and to departments that support our teams such as QA, IT, Compliance, Eligibility and Contact Center
  • Ability to handle inbound and outbound calls as needed
  • 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
  • For the purpose of maintaining a highly engaged organization of professional employees, you will uphold our 7 Cs culture in all interactions.
  • You will be expected to have consistent, reliable and predictable attendance to support the needs of the business. MUST HAVE/WHAT YOU BRING
    • You will spend the first several weeks of employment in virtual "classroom" training before beginning to phase into your job responsibilities. You will need to be on camera and actively participate in this training, and must successfully complete all training requirements.
    • A high school diploma or military experience
    • Excellent written and verbal communication skills with the ability to communicate information concisely and accurately
    • Excel in customer service as evidenced by professional and empathetic demeanor in all interactions
    • Proven ability to understand, interpret and comprehend contract language, disability processes, nursing home licensing and rehabilitative requirements
    • Due to experience or education, you possess knowledge of medical terminology and diseases/diagnoses
    • Exhibited competency in critical thinking, problem solving, conflict resolution and collaboration
    • Proficient with Microsoft Office applications (e.g., letter writing, spreadsheets, etc.)
    • Ability to toggle between multiple monitors for optimal and efficient productivity NICE TO HAVE
      • Bachelor's degree or Associates degree
      • Previous experience in the insurance industry
      • Management experience WHAT WE OFFER
        • We have a real impact on the lives of the people we serve
        • We work on challenging and rewarding projects
        • We give back to the communities where we live
        • We offer competitive benefits including:
          • Medical, Dental, Vision, Flexible Spending Account options beginning your first day
          • Generous Choice Time Off your first full year
          • 12 Paid Holidays
          • 40 hours of volunteer time off
          • 401K Account with matching contributions
          • Tuition Reimbursement and Student Loan Repayment
          • Paid Family Leave
          • Child Care Subsidy Program

            ABOUT US

            Genworth Financial, Inc. (NYSE: GNW) is a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging. Headquartered in Richmond, Virginia, we apply our nearly 150 years of experience each day to helping people navigate caregiving options and fund their long-term care needs. Genworth is also the parent company of publicly traded Enact Holdings, Inc. (Nasdaq: ACT), a leading U.S. mortgage insurance provider. For more information on Genworth, please visit From time to time Enact separately releases financial and other information about its operations. This information can be found at

            The mission of Genworth's US Life business is to efficiently keep our promises to our customers and their families and to lead the industry forward to solve the nation's long term care crisis.

            We know we can't deliver on our mission unless we deliver for our employees. That's why we're committed to creating a work environment that fosters diversity, inclusion, camaraderie, rewarding work, community involvement, and a focus on our employees' well-being. We know each employee contributes in their own unique way and we're dedicated to supporting every one of them to help them reach their full potential.

Keywords: Genworth, Richmond , Senior Claims Representative - LTC Payment Servicing, Other , Richmond, Virginia

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