Care Manager

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

Job summary

Join a compassionate team dedicated to providing exceptional support to families during challenging times. As a Care Manager, you will play a vital role in guiding users through their emotional journeys, utilizing your strong communication and organizational skills. This innovative company empowers users by connecting them with valuable resources and ensuring their needs are met with empathy and care. If you're passionate about making a difference and thrive in a collaborative environment, this opportunity is perfect for you.

Qualifications

• 2+ years in customer-facing roles or related fields.
• Proficient in navigating new technology and tools.

Responsibilities

• Provide exceptional support to users via multiple channels.
• Create personalized care plans for managed users.

Skills

Empathy

Communication Skills

Problem-Solving

Organizational Skills

Interpersonal Skills

Critical Thinking

Education

Experience in Social Work or Grief Counseling

Education or Public Health Background

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:

1. Provide exceptional support to users: Address all users’ practical and emotional needs via phone, live chat, email, and other communication channels.
2. Act as a product expert: Connect Users to Empathy-specific tools and resources.
3. Demonstrate excellent communication: Use Empathy’s distinct ‘voice’ in both written and verbal communication.
4. Excel in organization and time management: Meet SLA requirements with strong organizational skills, documentation, and time management.
5. Work as a team player: Collaborate across functions and assist with tasks as needed.
6. Provide an exceptional user experience: Focus on empathy, compassion, and investment in the User’s journey.
7. Contribute to ongoing training and development: Complete onboarding and training promptly; provide feedback for continuous improvement.
8. Relay user insights: Identify knowledge gaps to support product development.
9. Share reliable resources: Connect users with service providers and agencies.
10. Follow escalation guidelines: Handle sensitive data with caution and care.
11. Assist users with logistical complexities: Guide through probate and explain tax implications.
12. Utilize critical thinking and problem-solving: Resolve challenges strategically and thoughtfully.
13. Create personalized care plans: Develop and implement care plans for managed users.
14. Take on short-term projects: Contribute as needed, as directed by the manager.
15. Manage chat during shifts: Respond efficiently to user inquiries via chat.

Requirements:

1. Warm-hearted, empathetic, and patient team member
2. Strong love for learning and researching unfamiliar fields
3. At least 2 years of professional experience in customer-facing roles or related fields
4. Proficient in navigating new technology, tools, and platforms
5. Experience in creating and communicating process flows
6. Excellent communication, organizational, and interpersonal skills
7. Problem-solving abilities under challenging deadlines
8. Ability to manage multiple tasks and workflows efficiently
9. Ability to analyze situations and make independent judgments

Preferred:

1. Experience in social work, grief counseling, education, or public health
2. Experience with Google Suite, Slack, and Zendesk