Family Case Manager
M
MeadowEnd-of-life care
Location: Philippines, 8 a.m. - 4:30 pm Pacific TimeFull-TimeMiddle
Salary$5.00 – $7.80 per hour
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Job Details
- Languages
- Strong written and spoken English
- Experience
- 2+ years
- Required Skills
- HubSpotGoogle WorkspaceSlackCRM
Requirements
- 2+ years owning a caseload or book of accounts end-to-end - case management, patient or client coordination, claims handling, or similar.
- Strong written and spoken English.
- Exceptional capacity for high volume: you can successfully manage 100+ cases simultaneously without letting details slip, and you are meticulous about record-keeping and documentation.
- Clear, calm communicator who builds trust quickly and is completely comfortable spending the majority of the workday managing communications via phone and text.
- Highly accountable and proactive: you take extreme ownership of your cases, obsess over the client experience, close the loop, and act as a creative problem solver when escalations arise.
- Tech-savvy and highly organized: you easily work across multiple systems to piece together context and effectively triage your daily priorities.
- Energized by our mission and excited about the opportunity to help shape something new in a category that truly needs it.
- A home setup that supports the work.
Responsibilities
- Manage a high-volume book of business, overseeing the full client life cycle from contract signature through final resolution.
- Act as the dedicated point of contact, actively handling continuous inbound and outbound calls and texts throughout the workday with empathy, clarity, and professionalism.
- Guide families through each step of the process while building trust, rapport, and an exceptional overall client experience.
- Own key case milestones - transportation, documentation, cremation scheduling, ashes return - partnering with internal teams and vendors to keep cases moving.
- Keep documentation meticulous, updating all systems promptly and accurately.
- Seamlessly navigate across various platforms (HubSpot, Aircall, Slack, GSuite, internal case management system) to build case context, triage daily workflows, and solve problems efficiently.
- Collaborate with teammates to maintain continuity of care - assisting with coverage, escalations, and urgent case needs as volumes shift.
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