Long Term Care Claims Representative – Servicing

Long Term Care Claims Representative – Payment Servicing

Join Genworth’s Payments Servicing Team to deliver world‑class customer service and essential claim processing for our policyholders.

As a member of the Operations team, you’ll support our customer‑centric culture by providing accurate and timely information to ensure policyholders are fully informed throughout the claims process. You will partner closely with the Eligibility and Contact Center teams to deliver an extraordinary claims experience.

Remote applicants in Eastern or Central Standard Time states:
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.

During training: 8:00 AM–5:00 PM EST. After training: 8:00 AM–5:00 PM EST, with possible minor adjustments based on business needs.

Play a crucial role in delivering world‑class customer service and capabilities to our policyholders—now and in the future. Manage and prioritize a queue with aggressive deadlines, adhere to Standard Operating Procedures, adjudicate payment decisions, and collaborate across teams.

• 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 and process payments.
• Interact with policy holders, powers of attorney, agents, facilities and other entities via incoming and outbound calls.
• Collaborate and communicate effectively; seek solutions and partner across sites to achieve common goals.
• Occasionally provide training and support to others, including creating training materials, mentoring, and participating in buddy programs.
• Share insights, best practices, and knowledge within Payment Servicing and supporting departments (QA, IT, Compliance, Eligibility, Contact Center).
• Maintain required flexibility to perform tasks outside the role as needed.
• Participate in virtual classroom training, meeting all requirements, with camera on sessions.
• Work remotely from a safe, secure, distraction‑free workspace with a stable internet connection (minimum 50 Mbps).

• Minimum 2 years experience in professional customer service in a corporate setting, preferably with medical, financial, or long‑term care background.
• High school diploma or military experience.
• Ability to complete virtual classroom training on camera before transitioning to job responsibilities.
• Proficient with Microsoft Office applications (Word, Excel, Outlook, PowerPoint, Teams).
• Professional, empathetic demeanor with strong commitment to customer service.
• Knowledge of medical terminology, diseases/diagnoses, contract language, and disability processes.
• Critical thinking, problem‑solving, conflict resolution, and collaboration skills.
• Clear written and verbal communication skills.
• Ability to toggle between multiple monitors for efficient productivity.
• Dedicated, distraction‑free home office setup suitable for full‑time remote work.

• Associate or Bachelor’s degree.
• Prior experience in the insurance industry.
• Familiarity with HIPAA requirements.

• Competitive Compensation & Total Rewards Incentives.
• Comprehensive healthcare coverage.
• Multiple 401(k) savings plan options.
• Auto‑enrollment in employer‑directed retirement account (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.

The base salary starts at $43,200 and can range up to $66,400, based on location, experience, and qualifications. An incentive plan based on performance provides a target earning opportunity of 5% of base compensation.

Entry level.

Full‑time.

Finance and Sales.

Insurance.