Care Manager

Job Description

About Empathy

Empathy is on a mission to help families through life’s most challenging moments. Their award-winning product, powered by technology and driven by purpose, provides peace of mind by guiding families through all the tedious and time-consuming tasks associated with loss. With a combination of tech and human support, Empathy empowers families to focus on what truly matters and helps them navigate the emotional journey following a loss.

The Empathy team is passionate, empathetic, and dedicated to providing world-class solutions for families in need. They work collaboratively to identify pain points and design elegant solutions that empower and support users.

Job Description: Care Manager

The Empathy Care Team is a cornerstone of their app and services, enhancing their capacity to assist families navigating the aftermath of a loved one’s passing. They are looking for a compassionate, self-starting, organized, and collaborative Care Manager to join their growing team.

In this role, you will:

• Provide exceptional support to users: Address all users’ practical and emotional needs fluidly and expertly via phone, live chat, email, and other communication channels.
• Act as a product expert: Connect Users to Empathy-specific tools and resources.
• Demonstrate excellent communication: Utilize Empathy’s distinct ‘voice’ in both written and verbal communication.
• Excel in organization and time management: Meet SLA requirements with strong organizational skills, documentation, and time management.
• Work as a team player: Collaborate across different functions and quickly assist with tasks when asked.
• Provide an exceptional user experience: Focus on empathy, compassion, and investment in the User’s journey.
• Contribute to ongoing training and development: Complete all onboarding and ongoing training in a timely manner. Provide feedback on training to ensure the team is continually improving the way information is shared.
• Relay user insights: Identify knowledge gaps to support product development.
• Share reliable resources: Connect users with service providers and state/government agencies.
• Follow escalation guidelines: Operate with caution and care while working with sensitive User data.
• Assist users with navigating logistical complexities: Guide users through the probate process and help them understand tax implications.
• Utilize critical thinking and problem-solving: Resolve User challenges with a strategic and thoughtful approach.
• Create personalized care plans: Develop and implement care plans for managed users.
• Take on short-term projects: Contribute to projects as needed, as defined by the manager.
• Manage chat while on shift: Efficiently respond to users via chat during your assigned shift.

Requirements:

• Warm-hearted, empathetic, and patient team member
• Strong love for learning and conducting research in unfamiliar fields
• 2 years of professional experience in a customer-facing role/counseling/support/concierge services or related fields (including internships)
• 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

Preferred:

• Previous experience in social work, grief counseling, education, public health, or other related fields
• Experience with Google Suite, Slack, and Zendesk