Care Manager 1, Bilingual – English & Spanish

🕒 April 4

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Empathy

WebsiteLinkedInAll Job Openings

51 - 200 employees

👥 B2C

🧘 Wellness

🌍 Social Impact

💰 Series B on 2024-03

B2C • Wellness • Social Impact

Empathy is a company that provides comprehensive support systems for families experiencing loss. Their flagship product, Empathy LifeVault™, empowers families to create estate plans for a secure financial future. The company offers personalized Care Plans tailored to the urgent needs of families, helping them navigate the challenges of loss with human care enhanced by technology. This includes time-saving tools for administrative tasks, grief support through audio companions and exercises, and assistance with the probate process. Empathy also collaborates with partners like life insurance companies, consultants, and employers to extend their support to beneficiaries and employees during tough times.

📋 Description

• 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, in both English and Spanish, using the Empathy ‘voice.’ • Excel in organization, documentation, and time management to meet SLA requirements. • Work as a team player across different functions and quickly assist with tasks when asked. • Provide an exceptional User experience with a focus on empathy, compassion, and investment in the User’s journey. • Complete all onboarding and ongoing training in a timely manner and provide feedback on training to ensure the team is continually improving the way information is shared. • Surfacing any gaps or opportunities for professional development training that can benefit you or the larger team in providing an exceptional user experience. • 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. • Assist users in navigating the logistical complexities of life’s most challenging moments. • Utilize critical thinking and problem-solving abilities to resolve User challenges. • Create personalized Care Plans for Managed Care Users.

🎯 Requirements

• Warm-hearted, empathetic, and patient team members. • Fluency in Spanish and English is required. • 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). • 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.

🏖️ Benefits

• Company Equity in a high-growth start-up • Annual Remote Work and Wellness Stipends • Enhanced compensation rate for work during company-observed holidays • Paid Bereavement Leave • Comprehensive health insurance coverage • Generous paid time off, including company holidays, vacation days, and paid leaves • Retirement savings plan with employer matching