Family Case Manager

This is a fully remote position, open to applicants in Philippines, +6 more countries.

📋 Description

• Oversee around 100 active cases from contract signing until final resolution.

• Act as the primary point of contact through ongoing inbound and outbound communication via calls and texts.

• Assist families throughout the service journey while fostering trust and rapport.

• Organize transportation, documentation, cremation scheduling, and the return of ashes with internal teams and vendors.

• Ensure precise and timely documentation in all systems.

• Utilize HubSpot, Aircall, Slack, GSuite, and the internal case management system to establish context, manage workflows, and resolve issues.

• Work collaboratively on coverage, escalations, urgent case requirements, and seamless case transitions.

• Anticipate downstream effects and uphold continuity of care.

⛳️ Requirements

• Minimum of 2 years experience managing a caseload or book of accounts from start to finish — including case management, patient or client coordination, claims handling, or related fields.

• Proficient in both written and spoken English.

• Capability to handle 100+ cases at once while ensuring accurate record-keeping and documentation.

• Effective and composed communication skills, with a willingness to spend a majority of the workday on phone and text.

• High level of accountability, proactive ownership, a focus on client experience, follow-through, and innovative problem-solving skills.

• Technologically adept and exceptionally organized; able to navigate multiple systems and prioritize daily tasks effectively.

• A home office setup conducive to work requirements.

• Fluency in Spanish is advantageous but not mandatory.

🏝️ Benefits

• Competitive base salary aligned with global benchmarks.

• Top achievers consistently receive full bonuses.

• Paid time off (PTO).

• 10 paid holidays annually.

• Comprehensive paid training.

• Fully remote work environment.

• Commitment to training and professional development.

• Transparent feedback culture.

• No culture of burnout.

• Same 1:1s, check-ins, and career pathways as the U.S. team.

• Same expectations and opportunities as the U.S. team.