Family Case Manager
New
R
RockstarEnd-of-life care
Philippines. Mexico. Chile. Ecuador. Dominican Republic. Colombia. El Salvador, US Day Shift, 8 a.m. – 4:30 p.m. Pacific TimeFull-TimeMiddle
Salary7 - 14 USD per hour
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Job Details
- Languages
- Strong written and spoken English
- Experience
- 2+ years
- Required Skills
- DocumentationHubSpotGoogle 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: manage 100+ cases simultaneously without letting details slip
- Meticulous about record-keeping and documentation
- Clear, calm communicator comfortable spending the majority of the workday managing communications via phone and text
- Highly accountable and proactive: takes extreme ownership of cases and acts as a creative problem solver
- Tech-savvy and highly organized: ability to work across multiple systems to piece together context and triage priorities
- Energized by the mission to help shape a new category
- 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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