Care Manager 1, Bilingual – English/Spanish
Empathy
Care Manager 1, Bilingual, English/Spanish
Empathy
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $24 - $26 per hour
Job Level
JuniorMid-Level
About the role
- 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
- Take on short-term projects as needed and defined by team leadership
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
- 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: Ability to work on weekends and evenings
- Preferred: Previous experience in social work, grief counseling, disability services, education, allied health or other related fields
- Preferred: Experience with Google Suite, Slack, and Zendesk
