Family Care & Empowerment Associate

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

📋 Description

• Act as the main point of contact for caregivers and families through phone, text, and email communications.

• Assist caregivers in navigating the onboarding process, training milestones, necessary documentation, and program requirements.

• Oversee an active caseload of caregivers, ensuring that onboarding tasks are completed promptly and that they transition successfully into active care.

• Offer ongoing support to enrolled families by addressing inquiries, resolving issues, and coordinating with internal teams regarding requests.

• Organize care logistics, including scheduling Start of Care (SOC) visits, training sessions, and other caregiver appointments.

• Keep accurate documentation and caregiver records within internal systems.

• Track caregiver progress, proactively follow up on outstanding requirements, and eliminate obstacles that may hinder onboarding or care delivery.

• Relay caregiver feedback and family concerns to clinical, operations, and support teams to ensure timely resolution.

• Manage a high volume of daily communications through calls, text messages, and email while ensuring exceptional service quality.

• Inform caregivers and families about program processes, expectations, and available resources in a clear and supportive manner.

• Enhance caregiver engagement by providing encouragement, coaching, and proactive follow-up throughout their journey.

• Work collaboratively across functions to improve operational workflows and elevate the caregiver experience.

⛳️ Requirements

• Bilingual in English and Spanish with outstanding verbal and written communication skills.

• A minimum of 3 years’ experience in customer service, healthcare operations, care coordination, patient support, caregiver support, or a similar client-facing role.

• Proven experience managing phone-based customer interactions while maintaining high service quality.

• Strong empathy, emotional intelligence, and relationship-building capabilities.

• Excellent organizational and multitasking skills with a keen attention to detail.

• Capability to manage multiple priorities in a dynamic and fast-paced environment.

• Strong problem-solving abilities and the capacity to think independently.

• Comfortable simplifying complex processes into easily understandable terms.

• Experience with maintaining accurate records utilizing CRM or internal systems.

• Proficient in Google Workspace.

🏝️ Benefits

• Competitive compensation packages that reflect your contributions. Our global team members are eligible for an annual company performance bonus.

• Generous paid time off policy. Enjoy 15 days of paid time off to recharge, plus 10 paid company US holidays.

• Team bonding opportunities. We enjoy uniting our teams, and as a full-time employee, you’ll have the chance to connect, collaborate, and have fun through team activities and our annual company retreat.

• Set Up for Success. We provide a company-issued laptop to support you in your role.

• Growth Opportunities. Develop your leadership skills while collaborating with teams across various markets in the US.