[Hiring] Family Case Manager @Rockstar

Role Description

The company is hiring a Family Case Manager to compassionately guide families through the full service lifecycle — from contract signature to the safe return of their loved one's ashes.

• 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.
• Ensure smooth case handoffs and anticipate downstream impacts.

Qualifications

• 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: the candidate can successfully manage 100+ cases simultaneously without letting details slip, and is meticulous about record-keeping and documentation.
• Clear, calm communicator who builds trust quickly and is completely comfortable spending the majority of the workday managing communications via phone and text.
• Highly accountable and proactive: takes extreme ownership of cases, obsesses over the client experience, closes the loop, and acts as a creative problem solver when escalations arise.
• Tech-savvy and highly organized: easily works across multiple systems to piece together context and effectively triage daily priorities.
• Energized by the mission and excited about the opportunity to help shape something new in a category that truly needs it.
• A home setup that supports the work.

Requirements

• Experience in environments where empathy and execution were equally important.
• Spanish fluency — many of the families served speak it.

Benefits

• PTO.
• 10 paid holidays.
• Paid training.
• Fully remote.