- Manage a dedicated book of cases from intake through final resolution.
- Support families via phone, text, and email with empathy, clarity, and professionalism.
- Guide families through each step of the process while building trust and rapport.
- Coordinate key case milestones, including transportation, documentation, cremation scheduling, and ashes return.
- Collaborate with teammates to support the broader case load and maintain continuity of care.
- Assist with team coverage, escalations, and urgent case needs as volumes shift.
- Partner with internal teams and external vendors to keep cases moving efficiently.
- Maintain accurate documentation, update systems promptly, and proactively flag issues.
Customer serviceDocumentationEmpathy+3 more