Family Case Manager

MeadowEnd-of-life care

Location: Jamaica Secondary Locations: Trinidad and Tobago, Barbados Workplace: Remote, US Pacific Time business hoursFull-TimeManager

Salary5.5 - 9 USD per hour

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Job Details

Languages: Strong written and spoken English; Spanish fluency — many of the families we serve speak it.
Experience: 2+ years of experience managing customers or cases from start to finish
Required Skills: Customer SuccessHubSpotGoogle WorkspaceSlack

Have 2+ years of experience managing customers or cases from start to finish as the main point of contact.
Be able to manage 100+ cases simultaneously without letting details slip.
Maintain meticulous records and documentation.
Have strong written and spoken English.
Be comfortable spending most of the workday managing communications by phone and text.
Be organized and able to work across multiple systems to gather context and triage priorities.
Demonstrate ownership, proactivity, and problem-solving when escalations arise.
Be available for a full-time, consistent 8-hour schedule, Monday–Friday, during US Pacific Time business hours.
Spanish fluency is a bonus.

Manage a high-volume caseload through the full client lifecycle, from contract signature to final resolution.
Serve as the dedicated point of contact, handling inbound and outbound calls and texts throughout the workday.
Guide families through each step of the process and build trust and rapport.
Coordinate transportation, documentation, cremation scheduling, and ashes return with internal teams and vendors.
Update systems promptly and accurately, maintaining meticulous case documentation.
Navigate HubSpot, Aircall, Slack, GSuite, and the internal case management system to build case context and triage workflows.
Collaborate with teammates on coverage, escalations, and urgent case needs.
Manage smooth case handoffs and anticipate downstream impacts.

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