Remote Family Case Manager

Watershed; New York (NY); Remote; USD 60,000 - 85,000; Full time

Benefits offered by this job

Fully remote

PTO

10 paid holidays

Paid training

Job summary

Meadow is hiring Family Case Managers to guide families through our full service lifecycle. You’ll own a high-volume caseload (about 100 concurrent cases) and coordinate transportation, documentation, and ashes return with internal teams and vendors. You’ll be the primary contact, handling calls and texts with empathy and professionalism.

The role requires exceptional organizational skills, a focus on client experience, and comfort navigating multiple systems to triage work.

Qualifications

• 2+ years owning a caseload or book of accounts end-to-end - case management, patient or client coordination, claims handling, or similar.
• Strong written and spoken English.
• Exceptional capacity for high volume: manage 100+ cases simultaneously with meticulous record-keeping.
• Clear, calm communicator comfortable with phone and text throughout the day.
• Highly accountable: own cases, focus on client experience, and resolve escalations creatively.
• Tech-savvy and organized: navigate multiple systems to triage daily priorities.
• Home setup that supports remote work as described in requirements.

Responsibilities

• Manage a high-volume book of business, overseeing the full client life cycle from contract signature through final resolution.
• Act as the dedicated point of contact, actively handling continuous inbound and outbound calls and texts with empathy, clarity, and professionalism.
• Guide families through each step of the process while building trust, rapport, and an exceptional overall client experience.
• Own key case milestones - transportation, documentation, cremation scheduling, ashes return - partnering with internal teams and vendors to keep cases moving.
• Keep documentation meticulous, updating all systems promptly and accurately.
• Seamlessly navigate across various platforms (HubSpot, Aircall, Slack, GSuite, internal case management system) to build case context, triage daily workflows, and solve problems efficiently.
• Collaborate with teammates to maintain continuity of care - assisting with coverage, escalations, and urgent case needs as volumes shift.
• Ensure smooth case handoffs and anticipate downstream impacts.

Skills

Caseload ownership

English fluency

High-volume management

Tech-savvy

Communication by phone/text

Highly organized

Tools

HubSpot

Aircall

Slack

GSuite

Job description

Meadow is hiring Family Case Managers to guide families through our full service lifecycle. You’ll own a high-volume caseload (about 100 concurrent cases) and coordinate transportation, documentation, and ashes return with internal teams and vendors. You’ll be the primary contact, handling calls and texts with empathy and professionalism.

The role requires exceptional organizational skills, a focus on client experience, and comfort navigating multiple systems to triage work.