Family Case Manager

About the Role

In the position of Family Case Manager, you are tasked with overseeing roughly 100 simultaneous cases from the moment a contract is signed until the final conclusion. You serve as the primary liaison for clients, utilizing both incoming and outgoing communication methods while offering empathetic guidance through a complicated service landscape. It is vital that you foster confidence and connections with clients as you organize service components, such as transportation, paperwork, cremation planning, and the delivery of remains. You are responsible for keeping precise records in all software, using platforms like Slack, Aircall, GSuite, HubSpot, and proprietary case software to establish context, handle processes, and resolve obstacles. Furthermore, you must work alongside internal departments and external service providers to optimize workflows and guarantee consistent support.

Requirements

• You need a minimum of two years of relevant work history in caseload or account management involving end-to-end service coordination.
• You must possess excellent verbal and written English skills to maintain clear and composed client interactions, primarily conducted over the phone and via text.
• You are required to handle more than 100 concurrent cases while keeping records detailed and precise.
• You should demonstrate a proactive sense of ownership, a dedication to client satisfaction, and the ability to solve problems creatively.
• You must be highly organized and comfortable with technology to manage multiple digital tools and handle daily task prioritization efficiently.
• You are required to have an appropriate home office workspace.
• Spanish language proficiency is considered an asset but is not a requirement.

Responsibilities

• You will oversee various duties critical to effective case administration.
• You will organize and supervise case workflows, ensuring every file receives thorough and careful attention.
• You will frequently contact families via calls and messages to exchange information and share updates.
• You will keep records updated across multiple digital systems, ensuring that interactions and case developments are logged promptly and correctly.
• You will supervise logistical elements of the service experience, collaborating with outside vendors and internal colleagues to ensure seamless execution.
• You will proactively identify needs, address urgent matters, and work together on case escalations, requiring you to remain flexible.
• You will dedicate yourself to forming and sustaining connections that facilitate a consistent standard of support for families.

Benefits & Perks

• You will receive a competitive salary package benchmarked against global standards, which includes full bonuses for high achievers.
• You are granted paid time off and ten paid holidays to support work-life balance.
• You will have access to paid training and opportunities for personal development to encourage internal career growth.
• You will work in a supportive environment that focuses on employee wellness and preventing burnout, with consistent check-ins and one-on-one meetings modeled after U.S. team standards.
• You will participate in a remote-first culture that provides consistent support and equivalent opportunities for all employees, regardless of their geographical location.