[Hiring] Invoice Support Specialist at Helia

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.

POSITION TITLE

Invoice Support Specialist

POSITION LOCATION

Remote, Richmond VA

YOUR ROLE

As the Customer Support Specialist for CareScout Services, you will play a critical role in the execution of CareScout Services strategic initiatives and external-facing activities. Your experience, skills, and expertise will be utilized to provide proactive and exceptional service and support in an omni channel environment. This is an excellent opportunity to work collaboratively as part of a high-impact, mission-critical team while assuming additional responsibilities to expand knowledge and skills. Work in an environment where teamwork and integrity are at the heart of everything that we do.

What you will be doing

Invoice Validation & Processing

• Become a subject matter expert (SME) of the CareScout Invoice Validation Process.
• Remediate invoice discrepancies and resolve issues.
• Monitor Invoice Queu
• Maintain/Improve invoice TAT.
• Maintain awareness of provider experience during invoice processing.
• Invoice Support & Customer Assistance
• Respond to provider inquiries related to invoices via phone, email, social media, and chat.
• Provide website/application navigation support and update provider accounts and contacts.
• Guide and support provider by recommending timely and relevant solutions.
• Educate providers on invoice validation and supporting responsibilities.

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Collaboration & Process Improvement

• Document processes, log issues, and troubleshoot inquiries.
• Work closely with RVPs, Market Directors, and Provider Operations teams.
• Partner with credentialing and Network management teams to improve processes.
• Aligning and rolling out provider marketing initiatives and communications in an omni channel approach
• Identify and implement improvements to products, systems, and procedures.
• Participate in invoice supporting projects.

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Account & Territory Management

• Assume responsibility for assigned territory or national accounts invoice cases.
• Tracking hard bounce emails, non-entitlement logs, error logs.
• Address IPA entitlements and manage Assignment of Benefits (AOB) Flags.

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Data Management & Reporting

• Review invoice/ provider support cases and documentation for quality control.
• Utilize CRM (Dynamics 365) for servicing, transactional support, and maintaining customer and provider account details.
• Compile and review reports upon request.
• Capture customer feedback and share insights with customer experience, product management, sales, and network teams.

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Package Testing & Continuous Improvement

• Assist in product testing and evaluate after-sales and support services.
• Enhance the customer experience by refining processes and identifying opportunities for improvement. ​

What you bring

• BA/BS or equivalent experience
• Home Care/Home Health Agencies/ Assisted Living/ Skilled Nursing Facilities and Adult Day Care
• Experience in Provider Networks, Long Term Care process and services (Preferred)
• Must have knowledge and understanding of the Health Insurance Portability and Accountability Act (HIPAA)
• 2- 4 years’ experience as a customer experience specialist, provider support role, or a similar customer support role and a customer-first mindset
• Inbound and Outboard call environment experience
• Must have the ability to work independently and drive change but also be a team player
• Multi-tasking abilities and work with a sense of urgency
• Ability to switch gears and take on various administrative tasks as requested
• Quick Learner; able to learn new technological platforms and web infrastructure
• Ability to think critically and problem-solve quickly, as well as be comfortable adapting to new experiences and change
• Ability to work cross – functional across business units i.e. product, marketing, sales
• Possess a positive, self-starter attitude that performs well without direct supervision ​

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