Care Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Address users' practical and emotional needs seamlessly and expertly through phone, live chat, email, and various communication channels.

• Serve as a product expert who connects users to Empathy-specific tools and resources.

• Exhibit exceptional written and verbal communication skills while embodying the Empathy ‘voice.’

• Demonstrate proficiency in organization, documentation, and time management to adhere to SLA requirements.

• Collaborate effectively as a team player across different functions and promptly assist with tasks when requested.

• Deliver an outstanding user experience with an emphasis on empathy, compassion, and commitment to the user's journey.

• Complete all onboarding and continuous training promptly and provide feedback to enhance the sharing of information within the team.

• Identify any gaps or opportunities for professional development training that can enhance both your skills and the larger team's ability to provide an exceptional user experience.

• Communicate user insights and pinpoint knowledge gaps to aid in product development.

• Share reliable resources with service providers and state/government agencies.

• Adhere to guidelines for escalating issues to the appropriate team member and exercise caution while handling sensitive user data.

• Assist users in navigating the logistical challenges of life's most difficult moments.

• Employ critical thinking and problem-solving skills to address user challenges.

• Develop personalized Care Plans for Managed Care users.

• Engage in short-term projects as needed and outlined by team leadership.

⛳️ Requirements

• Compassionate, empathetic, and patient team members.

• Must reside in and be legally authorized to work in the United States.

• Strong passion for learning and conducting research in unfamiliar fields.

• A minimum of 2 years of professional experience in a customer-facing role, counseling, support, concierge services, or related fields (including internships).

• Relevant positions may include Customer Care Coordinator, Health Care, Community roles, Coaching, Case Manager, or Counseling.

• Proficient in navigating new technologies, tools, and platforms, with a strong capacity to adapt to changing digital environments.

• Experience in creating and communicating step-by-step process flows.

• Excellent communication, organizational, and interpersonal capabilities.

• Proven problem-solving skills in managing challenging deadlines and priorities.

• Ability to manage multiple tasks and projects while effectively handling workflows.

• Capability to analyze situations and make independent professional judgments without close supervision.

🏝️ Benefits

• Company equity in a high-growth startup.

• 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.