Empathy is transforming the way families navigate life's most difficult times by combining technology with compassionate human care, and they are looking for a Care Manager to enhance their capacity to assist families.
Requirements
- 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.
- Experience with Google Suite, Slack, and Zendesk.
Responsibilities
- 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.
- 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.
Other
- 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).
- Previous experience in social work, grief counseling, disability services, education, allied health or other related fields.
