Genworth Financial Client Service Specialist (Customer Service) in Waltham, Massachusetts


Client Service Specialist (Customer Service)


Waltham, MA


CareScout is a growing company with an entrepreneurial culture providing customized care plans and elder care referral services improving the quality of life for families and their aging loved ones. At CareScout, our promise to our employees is provide the opportunity to make a meaningful difference in the lives of our customers, communities, and one another, each and every day. CareScout is a wholly owned subsidiary of Genworth which means our employees get the best of both worlds; the ability to have a real impact on an independently operated business as well as the benefits offered by the backing of a Fortune 500 company.


As a Client Service Specialist, you will be responsible for delivering superior customer service to our external and internal customers. The Client Services Team provides several critical functions for the business including primary customer service for our clients and their policy holders. Identifying appropriate long term care service providers for our customers and negotiating rates on our customers’ behalf. Telephonically collecting information from long term care providers about their operations to help the insurance companies qualify them for their policyholders. The successful associate will have a high level of energy and enthusiasm with a strong desire to serve the customer.


  • Handle all client calls and forward callers to appropriate party or obtain basic information to create electronic client record for Care Support Services application/software.

  • Use CareScout’s national databases of in-home and facility care providers to match customers’ care needs with appropriate care options based on the provider’s capability, availability and rates.

  • Actively negotiate preferred rates with long term care providers on a case by case basis according to individual’s care needs.

  • Onboard new network providers and ensure existing credentialing standards are met and maintained for all network providers by obtaining relevant documentation from providers and processing provider enrollment materials.

  • Communicate effectively CareScout provider program requirements and answer questions regarding specific criteria to participate.

  • Ability to make positive impressions over the phone and build rapport with providers.

  • Resolution of conflicts or escalation of issues.

  • Participate in testing of systems to support deployments.

  • Meet productivity level defined by the Team Leader.


  • Proven commitment to customer service with excellent communication and telephone skills

  • Ability to effectively prioritize and multi task

  • High integrity with an eagerness to learn about the long-term care industry

  • Positive and professional manner to represent CareScout internally and externally

  • Self-directed with the ability to work independently and as part of a team

  • Ability to build rapport and relationships

  • Experience with workflow management tools

  • Proficient with basic computer applications such as MS Office, email, desktop faxing and other office procedures

  • Reliable with solid work ethic and ability to work independently and within team


  • BA / BS or relevant work experience

  • Inside Sales experience

  • Long Term Care / Insurance industry knowledge

  • Inside sales or experience delivering company value proposition to prospective partners or clients

  • Experience with rate negotiation, health care or long term care resource sourcing a plus

**Hourly rate between $19 - $20/hr.

**Benefits include: annual bonus and merit increases; medical, vision, and dental coverage; 401k contribution and matching; childcare reimbursement; and much more!

Genworth Financial, Inc. is a leading insurance holding company committed to helping families achieve the dream of home ownership and address the financial challenges of aging through its leadership positions in mortgage insurance and long term care insurance. Headquartered in Richmond, Virginia, Genworth traces its roots back to 1871.