Associate Care Manager

Empathy

Empathy

Customer Service
Remote · United States
Posted on Friday, May 5, 2023

About Empathy

Empathy is on a mission to help families with everything they face after the loss of a loved one. Powered by tech and driven by purpose, we provide peace of mind by guiding families through all the tedious and time-consuming tasks that follow a loss. We partner with employers and life insurance companies, offering their employees and/or clients meaningful support when they need it most. We work steadfastly to update and innovate our offerings to make sure families are always receiving the highest level of support. It’s unique and rewarding work that offers many interesting challenges along the way.

Our flagship product is a digital loss companion that accompanies families through every aspect of a loved one’s death, from funeral planning and estate settling to dealing with grief, mortality, and family. Partnering with families to bring empathy and transparency to every aspect of this difficult time in their lives, we’re on a mission to change the way the world copes with loss.

About the Role

A key element of our app and services is the Empathy Care Team which extends our ability to assist families with the various steps of dealing with a loved one’s passing. We are looking for a compassionate, organized, and collaborative entry-level Care Manager to join our growing Care Team! You will act as the first point of contact to Empathy’s users via phone, email and chat. The entry-level Care Manager will deliver high-quality care and service following Empathy procedures and guidelines. As you thoughtfully guide and support families, you will be documenting best practices and steps to help develop our knowledge, capabilities, and our team.

Responsibilities

  • Addresses users’ practical and emotional needs using the Empathy ‘voice’

  • Acts as a product expert who connects users to Empathy specific tools and resources

  • Demonstrates excellent written and verbal communication

  • Excels in organization, documentation, and time management to meet SLA requirements

  • Works as a team player across different functions and quickly assists with tasks when asked

  • Provides an exceptional user experience with a focus on empathy, compassion and investment in the user’s journey

  • Relays user insights and identifies knowledge gaps to support product development

  • Shares reliable resources to service providers and state/government agencies

  • Follows guidelines to escalate issues to the appropriate team member and operates with caution and care while working with sensitive user data

  • Utilizes critical thinking and problem-solving abilities to resolve user challenges

  • Creates personalized Care Plans for Managed Care users

  • Takes on short-term projects as needed and defined by the Manager

Preferred Qualifications

  • Educational background in psychology, social work or sociology

  • Experience working in a fast-paced startup environment

  • Experience in Care Management

  • Spanish language proficiency

  • Ability to organize multiple tasks and projects and maintain control of workflow

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