Care Manager, Bilingual – English & Spanish

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Empathy

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

⚖️ Legal

📦 Logistics

💰 Series B on 2024-03

Healthcare • Legal • Logistics

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 users' practical and emotional needs via phone, live chat, email, and other communication channels • Act as a product expert connecting users to Empathy tools and resources • Provide exceptional, empathetic support throughout the user's journey • Meet SLA requirements through organization, documentation, and time management • Collaborate across functions and assist with team tasks • Complete onboarding and ongoing training and provide feedback to improve information sharing • Identify professional development training opportunities for the team • Relay user insights and knowledge gaps to support product development • Share reliable resources with service providers and state/government agencies • Escalate issues appropriately and handle sensitive user data carefully • Guide users through logistical complexities, including probate and tax implications after loss • Use critical thinking and problem-solving to resolve user challenges • Create personalized Care Plans for Managed Care Users • Take on short-term projects defined by team leadership

🎯 Requirements

• Warm-hearted, empathetic, and patient • Fluency in Spanish and English required • Resident of and legally authorized to work in the United States • 2 years of professional experience in a customer-facing, counseling, support, concierge services, or related role, including internships • Ability to learn and research in an unfamiliar field • Proficient in navigating new technology, tools, and platforms • Ability to adapt to evolving digital environments • Experience creating and communicating step-by-step process flows • Excellent communication, organizational, and interpersonal skills • Demonstrated problem-solving abilities with challenging deadlines and priorities • Ability to organize multiple tasks and projects and manage workflows efficiently • Ability to analyze situations and make independent professional judgments without close supervision • Preferred: ability to work weekends and evenings • Preferred: experience in social work, grief counseling, disability services, education, allied health, or related fields • Preferred: experience with Google Suite, Slack, and Zendesk

🏖️ 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 • Full-time fixed-shift schedules • Ongoing training and professional development opportunities