Care Delivery Specialist

## About the company Betterleave exists to make one of life's hardest seasons a little less overwhelming. We're a family experience platform supporting families through serious illness and loss, working alongside hospice, home health, and palliative care organizations to keep families connected, prepared, and cared for. We believe technology should strengthen the human connection at the center of care. Through data science, automation, and AI, we help post-acute care teams simplify complexity and focus on what matters most: the people they serve. Betterleave is backed by mission-aligned impact investors including the American Heart Association, AgeTech Collaborative from AARP, and Chingona Ventures. ## About the role This is a frontline role with real impact. As a Care Delivery Specialist, you're the person families hear from when they need support, the teammate partners rely on when things need to move fast, and the voice that represents Betterleave when it matters most. You'll own our inbound text support queue, respond to messages from families and healthcare partners, and make sure nothing falls through the cracks. This role requires equal parts warmth and speed. You're communicating with people during some of the most emotional moments of their lives, and you treat every interaction accordingly. This role reports to our Head of Product and is based in Austin, TX in a hybrid capacity. All family and partner interactions are virtual via text, phone, and video. ## What you'll do - Own timely communication. Take full ownership of Betterleave's care team communication. Define what proficiency looks like, set clear milestones, and constantly measure effectiveness including speed of response, sentiment, call volume, and Google review performance. - Coordinate care. Collaborate with social workers, bereavement teams, and clinical staff to ensure families receive timely support and their social and emotional needs are addressed. Connect people to the right resources quickly and follow escalation pathways with both urgency and care. - Track outcomes. Analyze conversations with families to identify trends in quality scores, Google reviews, call volume, and service recovery. Surface what's working and what isn't. - Deliver business reviews. Create quarterly business reviews for healthcare partners that share outcome data and highlight recurring quality themes. These are a key part of how we retain and grow relationships. - Lead product training. Onboard new customers and support existing ones in getting the most out of the platform. - Improve the product. Identify gaps between what's being taught and what people actually need, and bring prioritized recommendations to the team. You're on the front lines every day and your observations directly shape how we evolve. - As a growing company with an evolving care model, responsibilities may shift and additional work may be required. We're a startup, and that's part of the deal. ## In your first 30 days - Complete onboarding and get fluent in our platform, tools, and communication protocols. - Begin responding to around 200 text messages per day from families. - Own the day-to-day support queue, triaging and responding to text and email messages. - Follow escalation pathways, connecting families to the right people quickly. - Document interactions accurately to support team follow-up and reporting. - Share patterns and recurring issues with the product team. - Identify and connect patients and families with relevant resources. - Coordinate with healthcare partners to ensure families receive well-rounded support. ## What we're looking for - 2+ years in a customer experience, patient experience, healthcare navigation, care coordination, or similar people-facing role. You know what it means to support people through hard moments, and that experience shows in how you work. - Comfort with technology. You love to text! You pick up new tools quickly without a lot of hand-holding. Zoom, Slack, Intercom, and Google Suite are not intimidating to you. - A background in healthcare or social work is a strong plus. Startup experience is too. - Fluency in Spanish, written and verbal, is preferred. ## What success looks like - You care about this work personally. - You know your numbers and you hit them daily, weekly, and monthly. - You ask for feedback without being prompted and you actually act on it. - You listen to understand, not just to respond, and that skill builds real trust with families and teammates alike. - You adapt when priorities shift, and at a startup, they will. That excites you rather than stresses you. - You have a quiet, private, and secure workspace with fast, reliable internet. ## Compensation - Salary: $55,000 to $60,000, plus equity. This is a non-exempt, full time position. Equity is a meaningful part of how we recognize the impact this role has on our growth. - Hours: 8:30am to 5:00pm CST, Monday through Friday, with availability for up to 4 hours on select public holidays to ensure family coverage.