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

Provider Relationship Network Manager

POSITION LOCATION

Richmond, VA or New York, NY

YOUR ROLE

The Provider Relationship Network Manager is responsible for leading and supporting provider relations, educational initiatives, and quality partnership activities within the network. You'll be building and maintaining vital relationships with long-term care providers across the industry, working closely with in-home care agencies, senior living communities, and other care organizations to drive network excellence. This role focuses on provider engagement, operational excellence, and fostering collaborative relationships to ensure high-quality care and efficient network operations. The role requires strong relationship management, communication, and organizational skills.

What you will be doing

• Facilitate and manage onboarding and orientation processes for new providers, ensuring a smooth and comprehensive introduction to network expectations and resources.
• Maintain proactive and ongoing communication with network providers to address inquiries, share updates, and ensure alignment with organizational standards.
• Plan, develop, and deliver educational webinars and training sessions for network providers to promote operational best practices and compliance.
• Serve as a point of contact for providers regarding operational issues, including invoice resolution, family feedback or complaints, and performance-related matters.
• Manage and support the development and implementation of operational policies, procedures, and process improvements related to provider management.
• Maintain proactive and ongoing communication with network providers to address inquiries, share updates, and ensure alignment with organizational standards.
• Manage and facilitate the resolution of provider disputes, serving as a liaison between providers and internal teams to address concerns efficiently and professionally. This includes supporting the dispute resolution process, ensuring timely communication, and working toward mutually agreeable solutions
• Collaborate closely with the Quality Care Partner to support and manage the CQN provider survey process; analyze results and implement action plans to drive continuous improvement.
• Monitor and deliver provider performance metrics and collaborate with internal teams to identify opportunities for enhanced service delivery.
• Coordinate with cross-functional teams to resolve provider issues and escalate concerns as needed.
• Document and track provider interactions, feedback, and outcomes to inform strategic decision-making and support departmental goals.
• Collaborate with subject matter experts (e.g., quality, risk adjustment, utilization management) and support the implementation of new workflows, reporting requirements, and process changes. ​

What you bring

• Bachelor’s degree in business administration, or health related degree.
• 7+ years experience with managing provider network and provider relations.
• Operational excellence - Proven track record in managing complex operational processes and driving efficiency improvements
• Strategic thinking - Ability to develop scalable solutions and long-term vision for network growth and optimization
• Relationship management expertise - Strong interpersonal skills with experience building and maintaining professional partnerships, comfortable engaging with diverse stakeholders via phone and in-person meetings
• Clear communication skills - Excellent written and verbal communication abilities, with experience providing instructional guidance and setting clear partnership expectations
• Project management proficiency - Demonstrated ability to follow through on commitments, manage multiple priorities, and ensure timely project completion
• Account management experience - Understanding of client relationship dynamics, performance monitoring, and issue resolution processes

Nice to have:

• Industry knowledge - Familiarity with the aging care ecosystem, including assisted living communities, in-home care agencies, or other long-term care providers
• Customer service background - Experience in complaint resolution, managing customer feedback, or working in customer-facing roles
• Healthcare or insurance industry experience - Understanding of compliance requirements, quality metrics, or regulatory environments
• Training and development experience - Background in creating educational content, facilitating webinars, or conducting professional training sessions

For candidates based in the New York City Metropolitan area, the base salary pay range for this role starts at a minimum rate of $90,000 up to the maximum of $115,000. An employee’s pay position within the base salary pay range will be based on several factors at the time of this job posting including but not limited to geographic location, experience, and qualifications. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 10% of your base compensation. The final determination on base pay for this position will be based on multiple factors to ensure pay equity within the organization.

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