Bilingual Case Manager, Spanish Speaking
Pair Team
Salary
💰 $22 - $26 per hour
Job Level
Junior
About the role
- Serve as the first point of contact for families and caregivers calling Hazel’s support line
- Answer questions related to services, eligibility, appointment scheduling, and general program information
- Provide support for families calling about the HEART program and mental health services
- Assist families in creating and submitting referrals for Hazel services
- Support scheduling and rescheduling of intake sessions for eligible students
- Review and verify student information, ensuring accurate data entry and alignment with consents
- Guide families through account creation and eConsent submission
- Review submitted consents for completeness and accuracy
- Flag and resolve consent exceptions and unlinked data issues
- Document and manage support cases using Zendesk, ensuring timely follow-up and resolution
- Manage follow-up communication with families, including SMS responses and voicemail callbacks
- Support incoming Zendesk tickets related to family concerns, CPS flags, and insurance questions
- Escalate or transfer more complex cases to the appropriate internal teams (e.g., Enrollment Advisors, Clinical team)
- Work closely with team leads and the Support Trainer to improve workflows and maintain service quality
- Participate in process improvement efforts and knowledge-sharing sessions
Requirements
- 1-2 years experience in a customer support, call center, healthcare, or service role
- Experience working with families or caregivers in an educational or healthcare setting preferred
- Strong written and verbal communication skills, especially with sensitive topics
- Calm, empathetic, and patient demeanor when working with families in stressful situations
- High attention to detail, accuracy, and follow-through
- Familiarity with systems like Zendesk, Google Suite, and call center platforms
- Ability to multitask, prioritize urgent issues, and stay organized in a fast-paced environment
