Family Case Manager

Job Summary

Guiding families through the full service lifecycle, the full-time Family Case Manager will manage a high-volume caseload of approximately 100 concurrent cases remotely, ensuring seamless coordination of transportation, documentation, cremation scheduling, and ashes return while providing exceptional client experiences.

Key responsibilities

• Manage the complete client life cycle from contract signature to final resolution, acting as the primary point of contact
• Handle continuous inbound and outbound communications with empathy and professionalism, guiding families through each step of the process
• Collaborate with internal teams and vendors to ensure timely progression of cases and maintain meticulous documentation across various platforms

Required qualifications

• 2+ years of experience in case management, customer success, operations, or team leadership, with a proven track record of managing complex situations
• Ability to manage over 100 cases simultaneously while maintaining meticulous record-keeping and documentation
• Strong written and spoken English skills, with a clear and calm communication style
• Proactive and accountable, demonstrating ownership of cases and a commitment to enhancing the client experience
• Tech-savvy and organized, comfortable navigating multiple systems to effectively prioritize daily tasks