[Hiring] Family Coordinator @Meadow

Role Description

We’re hiring Family Coordinators to compassionately guide families through our 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: you can successfully manage 100+ cases simultaneously without letting details slip, and you are 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: you take extreme ownership of your cases, obsess over the client experience, close the loop, and act as a creative problem solver when escalations arise.
• Tech-savvy and highly organized: you easily work across multiple systems to piece together context and effectively triage your daily priorities.
• Energized by our 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 - see our tech requirements for details.

Requirements

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

Benefits

• PTO, 10 paid holidays, paid training, fully remote.
• Purpose-driven work: Real impact during one of life's most meaningful transitions.