Care Manager

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

📋 Description

• Responsively address the practical and emotional needs of users through various communication channels, including phone, live chat, and email.

• Serve as a knowledgeable product specialist who connects users to Empathy's unique tools and resources.

• Showcase exceptional written and verbal communication skills using the Empathy 'voice.'

• Demonstrate superior organization, documentation, and time management abilities to fulfill SLA requirements.

• Collaborate effectively as a team member across various functions and readily assist with tasks when required.

• Provide an outstanding user experience driven by empathy, compassion, and a commitment to the user's journey.

• Complete all onboarding and ongoing training punctually and offer constructive feedback to enhance the information-sharing process.

• Identify any gaps or opportunities for professional development training that could enhance both personal and team capabilities for delivering an exceptional user experience.

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

• Share trustworthy resources with service providers and state or government agencies.

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

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

• Develop personalized Care Plans for Managed Care Users.

• Participate in short-term projects as designated by team leadership.

⛳️ Requirements

• Compassionate, patient, and warm-hearted team members.

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

• A strong passion for learning and conducting research in new fields.

• At least 2 years of professional experience in customer-facing roles, counseling, support, concierge services, or similar fields (including internships).

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

• Experience in developing and conveying step-by-step process flows.

• Exceptional communication, organizational, and interpersonal skills.

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

• Ability to juggle multiple tasks and projects while effectively managing workflows.

• Capable of analyzing situations and making independent professional judgments with minimal supervision.

🏝️ Benefits

• Company equity in a rapidly growing start-up.

• Annual stipends for remote work and wellness.

• Enhanced compensation rates for work performed 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.