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The comprehensive support system for loss.
Care Manager
Location
United States
Posted
29 days ago
Salary
$23 - $25 / hour
Seniority
Mid Level
Job Description
Care Manager
Empathy
• Address all users' practical and emotional needs fluidly and expertly via phone, live chat, email, and other communication channels. • Act as a product expert who connects Users to Empathy specific tools and resources. • Demonstrate excellent written and verbal communication using the Empathy ‘voice.’ • Excel in organization, documentation, and time management to meet SLA requirements. • Work as a team player across different functions and quickly assist with tasks when asked. • Provide an exceptional User experience with a focus on empathy, compassion, and investment in the User’s journey. • Complete all onboarding and ongoing training in a timely manner and provide feedback on training to ensure the team is continually improving the way information is shared. • Surfacing any gaps or opportunities for professional development training that can benefit you or the larger team in providing an exceptional user experience. • Relay User insights and identify knowledge gaps to support product development. • Share reliable resources with service providers and state/government agencies. • Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive User data. • Assist users in navigating the logistical complexities of life’s most challenging moments. • Utilize critical thinking and problem-solving abilities to resolve User challenges. • Create personalized Care Plans for Managed Care Users. • Take on short-term projects as needed and defined by team leadership.
Job Requirements
- Warm-hearted, empathetic, and patient team members.
- Must be a resident of and legally authorized to work in the United States.
- Strong love for learning and conducting research in an unfamiliar field.
- 2 years of professional experience in a customer-facing role / counseling / support / concierge services or related fields (including internships).
- Relevant roles may include Customer Care Coordinator, Health Care, Community, Coaching, Case Manager, or Counseling.
- 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.
Benefits
- Company Equity in a high-growth start-up
- Annual Remote Work and Wellness Stipends
- Enhanced compensation rate for work during company-observed holidays
- Paid Bereavement Leave
- Comprehensive health insurance coverage
- Generous paid time off, including company holidays, vacation days, and paid leaves
- Retirement savings plan with employer matching
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