Care Manager, Bilingual - English & Spanish
Core
Guide families through life's challenging moments (primarily loss, probate, and tax implications) via phone, chat, and email, creating personalized care plans and connecting users to resources.
Role type
Bilingual customer support specialist (care management)
Builds
Omnichannel support experience for families navigating loss and logistical complexities
Domain
Grief support / Legal & Financial guidance / Customer Support
Deliverable
client delivery
Required skills
Bilingual communication (English/Spanish), empathy, process documentation, time management, critical thinking, problem-solving, resource navigation
Preferred skills
Social work or counseling background, experience with Google Suite/Slack/Zendesk, weekend/evening availability
Technologies
Zendesk, Slack, Google Suite
Responsibilities
Address user practical and emotional needs via phone, chat, and email; Create personalized Care Plans for Managed Care Users; Document processes to evolve the knowledge base; Relay user insights to support product development; Escalate issues to appropriate team members; Assist users in navigating logistical complexities like probate and tax implications.
