Remote Family Case Manager — High-Volume Support

Watershed; New York (NY); Remote; USD 7,600 - 12,000; Full time

Benefits offered by this job

PTO

10 paid holidays

Paid training

Fully remote

Job summary

Meadow is hiring Family Case Managers to guide families through our full service lifecycle, from contract to safe return of loved ones’ ashes. You’ll own a caseload of about 100 concurrent cases and coordinate with internal teams to manage transportation, documentation, cremation scheduling, and ashes return.

The role requires exceptional organization, empathy, and problem-solving across multiple systems. A home setup that supports the work and a focus on client experience are essential.

Qualifications

• 2+ years owning a caseload end-to-end; case management, patient or client coordination, claims handling, or similar.
• Strong written and spoken English.
• Exceptional capacity for high volume: 100+ cases simultaneously with careful record-keeping.
• Clear, calm communicator who builds trust while handling calls/texts.
• Highly accountable: take ownership, obsess over client experience, resolve escalations.
• Tech-savvy and organized: work across multiple systems to triage daily priorities.
• Energized by our mission and comfortable shaping a new category.
• A home setup that supports the work and tech requirements.

Responsibilities

• Manage a high-volume book of business from contract to final resolution.
• Be the dedicated point of contact, handling inbound/outbound calls and texts with empathy.
• Guide families through each step while building trust and a great client experience.
• Own milestones like transportation, documentation, cremation scheduling, ashes return.
• Keep documentation meticulous and update all systems promptly.
• Navigate platforms (HubSpot, Aircall, Slack, GSuite, case management) to build context and triage.
• Collaborate with teammates to ensure continuity of care and coverage during peaks.
• Ensure smooth handoffs and anticipate downstream impacts.

Skills

Case management experience

English proficiency

High-volume handling

Clear communication

Accountability

Tech-savvy

Empathy

Organized

Tools

HubSpot

Aircall

Slack

GSuite

Case management system

Job description

Meadow is hiring Family Case Managers to guide families through our full service lifecycle, from contract to safe return of loved ones’ ashes. You’ll own a caseload of about 100 concurrent cases and coordinate with internal teams to manage transportation, documentation, cremation scheduling, and ashes return.

The role requires exceptional organization, empathy, and problem-solving across multiple systems. A home setup that supports the work and a focus on client experience are essential.