Care Manager 1
Empathy
Description
About Empathy
Empathy is on a mission to help families through lifeâs most challenging moments. Our award-winning product, powered by tech and driven by purpose, provides peace of mind by guiding families through all the tedious and time-consuming tasks associated with loss. With a combination of tech and human support, we enable families to focus on what truly matters and support them through the emotions that follow.
Our team is passionate, empathetic, and dedicated to providing world-class solutions to families in need. We work collaboratively to identify pain points and design elegant solutions that empower and support our users.
About the Team
The Empathy Care Team is a cornerstone of our app and services, enhancing our capacity to assist families. Weâre looking for a compassionate, self-starting, organized, and collaborative Care Manager to be a member of our growing Care Team. Your role will involve guiding families through their journey, documenting processes to evolve our knowledge base, and focusing on providing exceptional support to users via our omnichannel support model that includes phone, chat, and email support.
Weâre currently hiring for the following full-time Care Manager shifts (all times listed in Eastern Time):
- Sunday - Thurs: 10 AM-6:30 PM ET (Days off: Friday and Saturday)
- Monday - Friday: 11:00 AM â 7:30 PM ET (Days off: Saturday and Sunday)
- Monday - Friday: 1:00 PM â 9:30 PM ET (Days off: Saturday and Sunday)
You do not need to live in Eastern Time, but please note these are fixed schedules in ET. If you live in another time zone, your working hours will be adjusted to reflect the equivalent shifts in your time zone.
We strive to keep your schedule consistent once it is set. Our goal is to minimize disruptions and provide predictability for your work and personal planning. At the same time, schedules are subject to change based on business needs. If changes are necessary, we will communicate them as early as possible and work with you to make the transition smooth.
In this role, you will
- Address all users' practical and emotional needs fluidly and expertly via phone, live chat, email, and other communication channels.
- Act as a product expert who connects Users to Empathy specific tools and resources.
- Demonstrate excellent written and verbal communication using the Empathy âvoice.â
- Excel in organization, documentation, and time management to meet SLA requirements.
- Work as a team player across different functions and quickly assist with tasks when asked.
- Provide an exceptional User experience with a focus on empathy, compassion, and investment in the Userâs journey.
- Complete all onboarding and ongoing training in a timely manner and provide feedback on training to ensure the team is continually improving the way information is shared.
- Surfacing any gaps or opportunities for professional development training that can benefit you or the larger team in providing an exceptional user experience.
- Relay User insights and identify knowledge gaps to support product development.
- Share reliable resources with service providers and state/government agencies.
- Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive User data.
- Assist users in navigating the logistical complexities of lifeâs most challenging moments. Today, this centers on support after loss, including guidance through probate and tax implications. As Empathy expands, this role may also support families navigating challenges beyond loss, including disability.
- Utilize critical thinking and problem-solving abilities to resolve User challenges.
- Create personalized Care Plans for Managed Care Users.
- Take on short-term projects as needed and defined by team leadership.
What we're looking for
Required:
- Warm-hearted, empathetic, and patient team members.
- Must be a resident of and legally authorized to work in the United States.
- Strong love for learning and conducting research in an unfamiliar field.
- 2 years of professional experience in a customer-facing role / counseling / support / concierge services or related fields (including internships). Relevant roles may include Customer Care Coordinator, Health Care, Community, Coaching, Case Manager, or Counseling.
- Proficient in navigating new technology, tools, and platforms with a strong ability to adapt to evolving digital environments.
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About Empathy
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Interview Prep Guide
Preparation Strategy
To prepare for this role, focus on developing your empathetic listening skills and your ability to navigate complex issues. Review the company's mission and values, and be prepared to discuss how you would embody those in your interactions with users. Practice answering behavioral questions that demonstrate your ability to work with sensitive user data and navigate complex issues. Additionally, review your experience with documentation and time management, and be prepared to discuss how you stay organized and manage your time.
Likely Interview Rounds
- 1. Screening call~30 min
What to prep: Review the company's mission and values, and be prepared to discuss your experience in providing empathetic support. Practice answering behavioral questions that demonstrate your ability to work with sensitive user data and navigate complex issues.
- What experience do you have in providing emotional support to individuals in need?
- How would you handle a difficult conversation with a user?
- Can you describe a time when you had to navigate a complex logistical issue for someone?
- 2. Behavioral~60 min
What to prep: Prepare examples of times when you demonstrated excellent communication skills, both written and verbal. Review the company's 'voice' and be prepared to discuss how you would embody that in your interactions with users.
- Tell me about a time when you had to work with a team to resolve a user issue.
- How do you stay organized and manage your time when working with multiple users and tasks?
- Can you describe a situation where you had to escalate an issue to a supervisor or other team member?
Most Likely Questions
- What do you know about our company and our mission?
- How would you handle a user who is experiencing a high level of emotional distress?
- Can you describe your experience with documentation and time management?
- How do you stay up-to-date with changing processes and procedures?
- Can you tell me about a time when you received feedback or coaching on your performance?
Common Pitfalls
- Lack of empathy or understanding of the user's perspective
- Inability to navigate complex logistical issues
- Poor communication skills, either written or verbal
- Difficulty working in a team environment
- Inability to adapt to changing processes or procedures
Free Prep Resources
- • Crucial Conversations by Kerry Patterson
- • The Customer Rules by Lee Cockerell
- • MindTools: Active Listening