Care Manager

Intel Corporation; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a compassionate Care Manager to join their dedicated team. In this role, you'll provide exceptional support to families navigating challenging times, using your strong communication and organizational skills to enhance their experience. You'll connect users with essential resources, develop personalized care plans, and contribute to ongoing training efforts. This position offers an opportunity to make a significant impact while working in a supportive and collaborative environment. If you're passionate about helping others and thrive in a dynamic setting, this role is perfect for you.

Qualifications

• 2+ years in customer support or related fields.
• Strong ability to adapt to new technologies and tools.

Responsibilities

• Provide exceptional support to users via various communication channels.
• Create personalized care plans and assist users with logistical complexities.

Skills

Empathy

Customer Support

Communication Skills

Organizational Skills

Problem-Solving

Critical Thinking

Education

Bachelor's Degree in Social Work or Related Field

Experience in Customer-Facing Role

Tools

Google Suite

Slack

Zendesk

Job description

Empathy is on a mission to help families through life’s most challenging moments. Their award-winning product, powered by technology and driven by purpose, provides peace of mind by guiding families through all the tedious and time-consuming tasks associated with loss. With a combination of tech and human support, Empathy empowers families to focus on what truly matters and helps them navigate the emotional journey following a loss.

The Empathy team is passionate, empathetic, and dedicated to providing world-class solutions for families in need. They work collaboratively to identify pain points and design elegant solutions that empower and support users.

Job Description: Care Manager

The Empathy Care Team is a cornerstone of their app and services, enhancing their capacity to assist families navigating the aftermath of a loved one’s passing. They are looking for a compassionate, self-starting, organized, and collaborative Care Manager to join their growing team.

In this role, you will:

• Provide exceptional support to users: Address all users’ practical and emotional needs fluidly and expertly via phone, live chat, email, and other communication channels.
• Act as a product expert: Connect Users to Empathy-specific tools and resources.
• Demonstrate excellent communication: Utilize Empathy’s distinct ‘voice’ in both written and verbal communication.
• Excel in organization and time management: Meet SLA requirements with strong organizational skills, documentation, and time management.
• Work as a team player: Collaborate across different functions and quickly assist with tasks when asked.
• Provide an exceptional user experience: Focus on empathy, compassion, and investment in the User’s journey.
• Contribute to ongoing training and development: Complete all onboarding and ongoing training in a timely manner. Provide feedback on training to ensure the team is continually improving the way information is shared.
• Relay user insights: Identify knowledge gaps to support product development.
• Share reliable resources: Connect users with service providers and state/government agencies.
• Follow escalation guidelines: Operate with caution and care while working with sensitive User data.
• Assist users with navigating logistical complexities: Guide users through the probate process and help them understand tax implications.
• Utilize critical thinking and problem-solving: Resolve User challenges with a strategic and thoughtful approach.
• Create personalized care plans: Develop and implement care plans for managed users.
• Take on short-term projects: Contribute to projects as needed, as defined by the manager.
• Manage chat while on shift: Efficiently respond to users via chat during your assigned shift.

Requirements:

• Warm-hearted, empathetic, and patient team member
• Strong love for learning and conducting research in unfamiliar fields
• 2 years of professional experience in a customer-facing role/counseling/support/concierge services or related fields (including internships)
• Proficient in navigating new technology, tools, and platforms with a strong ability to adapt to evolving digital environments
• Experience in creating and communicating step-by-step process flows
• Excellent communication, organizational, and interpersonal skills
• Demonstrated problem-solving abilities involving challenging deadlines and priorities
• Ability to organize multiple tasks and projects while efficiently managing workflows
• Ability to analyze situations and make independent professional judgments without close supervision

Preferred:

• Previous experience in social work, grief counseling, education, public health, or other related fields
• Experience with Google Suite, Slack, and Zendesk

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