Empathy

Care Manager 1, Bilingual, English/Spanish

Empathy

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $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
  • Surface gaps or opportunities for professional development training to benefit the team
  • 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 logistical complexities after loss, including guidance through probate and tax implications
  • 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
  • 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
  • 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